Alexander G. Canlas, Jr.

Blk * Lot ** Woodwinds Subd. Molino 6, Bacoor, Cavite, Philippines

• 095*-*******

• ad2jrk@r.postjobfree.com

A customer-focused Call Center Professional with almost 10 years of experience in high-volume inbound and outbound call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Adept at building relationships and mitigating conflicts.

WORK EXPERIENCE

Teletech Philippines • Pasay City, Philippines • Full-time • 11/2022 - December 2023

Senior Customer Service Representative

●Enhance customer satisfaction by promptly addressing concerns and providing accurate information

● Streamlined call center processes for improved efficiency and reduced wait times.

● Resolved customer complaints with empathy, resulting in increased loyalty and repeat business

●Assisted customers in navigating the company website and placing online orders, improving overall user experience

●Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts

●Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

●Improved communications between departments by facilitating interdepartmental meetings focused on problem solving strategies for common issues affecting customer preferences.

EXL Philippines • Quezon City, Philippines • Full-time • 08/2021 - 09/2022

Customer Service Representative

•Handled concerns quickly and escalated major issues to supervisor

•Clarified customer issues and determined root cause of problems to resolve product or service complaints.

•Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

•Sought ways to improve processes and services provided

•Followed up with customers about resolved issues to maintain high standards of customer service.

•Exhibited high energy and professionalism when dealing with clients and staff

•Promptly responding to inquiries and requests from prospective customers.

Synchrony Philippines • Muntinlupa City, Philippines • Full-time • 12/2020 - 06/2021 Customer Service Representative

•Answered inbound calls to greet and assist customers with various needs and questions.

•Resolved customer inquiries, complaints and issues providing insightful solutions

•Relayed new and relevant information to customers and followed up on promises

•Documents detailed notes in CRM to tract customer interactions

•Made informed decisions under stressful circumstances

Altec Business Solutions • Muntinlupa City, Philippines • Full-time • 01/2019 - 09/2020 Customer Service Representative

Eperformax Contact Centers and BPO (Sprint Acct) • Pasay City, Philippines • Full-time • 02/2018 - 11/2018 Customer Service Advocate

Convergys Philippines Inc. (AT&T Account) • Makati City, Philippines • Full-time • 10/2015 - 12/2017

Customer Service Representative

EDUCATION

Associate of Science in Computer System Design and Programming

AMA Computer Learning Center • Bacoor, Cavite, Philippines • 05/2016

Bachelor of Science in Major in Psychology

St. Dominic College of Asia • Cavite City, Philippines

3 years, undergrad

AWARDS & SCHOLARSHIPS

Certificate of Excellence

Convergys Philippines Inc. • 10/2017

Top Performer Award

Convergys Philippines Inc. • 04/2017

Top BPO Agent

Convergys Philippines Inc. • 03/2017

Best in Thesis

AMA Computer Learning Center • 05/2016

OJT of the Year

AMA Computer Learning Center • 05/2016

SKILLS

●Account Management

●Client Relations

●Calm and Professional under pressure

●Communication

●Computer Proficiency

●Conflict Resolution

●Continuous Improvement

●Customer Relationship Management

Workflow Optimization

References available upon request.

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