Customer Service Representative
Resume:
Professional Summary
Responsible and dependable call center Customer Service Representative experienced in the telecommunications, financial, airlines and sales industries.
Skilled in providing information to the public, managing payments and addressing customer concerns. Experienced in ensuring appropriate action is taken to resolve customer problems and escalating customer grievances to appropriate departments.
Skills
Customer relationship management
Customer account creation
Customer complaint handling
Conflict resolution
ISO 9001
Autodialing and predictive dialers
Materials planning
Quality Assurance Committee Member
Workplace safety
Microsoft Word, Excel and PowerPoint proficiency
English Oral and Written Communication
Work History
Travel Counselor – Band 25 – American Express International Inc. – 5th Ave., 30th St., Taguig, Metro Manila
November 2021 – Present
Books flight and other transportation arrangements as well as lodging and tours
Provides information about travel destinations and accommodations.
Communicates with vendors of travel-related products to get the best deals.
Visits sites in advance of recommending to tourists.
Markets and sells holiday and other specialized tour packages.
Sr. Associate - Ops at Role Band A - WNS Global Services Phil. Inc. (Hotel Reservations) – 9th Flr., 1880 Building, Eastwood City Cyberpark, Bagumbayan Libis, Quezon City, Metro Manila
June 2021 – November 2021
Make reservations.
Sell additional services and upgrades.
Give directions and advice.
Maintain records.
Customer Service Associate – C3 Everise (Spirit Airlines Regular Reservations) – 11th Flr., Bonifacio One Technology Tower, 3030 Rizal Dr. West, Bonifacio Global City, Taguig City, Metro Manila
October 2020 – April 2021
Assisting and advising customers who may be choosing from a variety of travel options.
Making reservations for customers based on their various requirements and budgetary allowances.
Processing payments and sending confirmation details to customers.
Sorting out any issues that may arise with bookings or reservations.
Selling and promoting reservation services.
Answering any questions customers might have about the reservation process.
Up-selling, when appropriate, by informing customers of additional services or special packages, such as tour tickets, travel insurance, or upgraded seats/accommodations.
Providing support to customers who may need to amend or cancel a reservation.
Fraud Specialist (Promoted) - Synchrony Global Services Phil. Inc., 17th Floor Ayala Cebu Tower Center Mabolo Cebu City
October 2019 – June 2020
• Assisting customers who have experienced fraud on their online banking.
• Verifying or identifying transactions to detect or prevent financial crime activities in order to mitigate risk or recover losses.
• Determining level of compromise and taking appropriate security measures to protect the customer from additional fraud
Customer Service Associate - Synchrony Global Services Phil. Inc., 3rd Floor Filinvest 3 Building Northgate Cyberzone Alabang, Muntinlupa
May 2017 – September 2019
• Process customer payments, maintain customer account records.
Answer customer questions regarding billing, service problems, products and features
Resolve delinquent account balances.
Correct errors and discrepancies on customer billing as necessary.
Customer Service Representative (Directv Billing and General Inquiry) - Convergys, Northgate Cyberzone Alabang Muntinlupa, Philippines
May 2016 – May 2017
Process customer payments, maintain customer account records and prepare documentation on installation and service orders.
Answer customer questions regarding billing, service problems, products and features
Resolve delinquent account balances.
Correct errors and discrepancies on customer billing as necessary.
Customer Service Representative (T-Mobile Pay in Advance) - iQor, Cavite, Philippines
August 2015 - January 2016
Supported T-Mobile-Pay in Advance customers
Earned highest marks for customer satisfaction, company-wide.
Consistently commended by superiors for resolving volatile customer situations quickly and courteously
Laboratory Analyst (Quality Assurance) Re-hired - CQS Stainless Corp. Cavite, Philippines
February 2015 - July 2015
Improved quality reciprocity between labs
Eliminated redundant audits
Decreased cost of accreditation
Gained lab accreditation to the ASTM
Attended ISO 9001 Quality Management training
Sales Utility Clerk/ Sales Dispatch Assistant – SM Rosario Star Appliance Center Inc.
October 2014 - February 2015
Verified each delivery against shipping instructions before delivering to customers.
Contacted customers prior to delivery to confirm and coordinate deliver times.
Loaded truck and properly secured items to prevent damage during transportation.
Communicated customer complaints, requests and feedback to company management.
Completed all documentation neatly and accurately.
Laboratory Analyst (Quality Assurance) - CQS Stainless Corp. Cavite, Philippines
March 2012 - January 2014
Improved quality reciprocity between labs
Eliminated redundant audits
Decreased cost of accreditation
Gained lab accreditation to the ASTM
Attended ISO 9001 Quality Management training
Laboratory Staff – House Technology Industries Pte., Ltd.
September 2011 – February 2012
Maintained laboratory instruments and developed laboratory equipment.
Conducted quality control tests and directed test procedures.
Routinely calibrated scales to minimize leakage due to calibration errors.
Interpreted test results and developed nonstandard tests.
Set up standards for sampling analysis and data interpretation using effluent analysis.
Character Reference
Rej Paulino
Synchrony Fraud Operations Manager
Contact No.: 091********
Johara Nouf Bandojo
Synchrony Customer Service Representative
Contact No.: 095********
Reylyn Zinampan
C3 Everise Supervisor
Contact No.: 096********
Education
Bachelor of Science in Nursing (BSN)
March 25, 2011 (Graduate)
Olivarez College Tagaytay – Olivarez Plaza, Emilio Aguinaldo Highway, Brgy. San Jose, Tagaytay City
Kaylaway National High School
March 2007 (Graduate)
Kaylaway Nasugbu Batangas, Philippines
Aga Elementary School
March 2003 (Graduate)
Aga Nasugbu Batangas, Philippines
ROLAND ROSEL
Address: 469 Kaybagal Central, Tagaytay City 4120
Contact No.: 091******** / 099********
****.*****@*****.***
Contact this candidate