APRIL LORIO EFETOBOR

***-*** ********** ******, ****** ONTARIO N6H 2M1

adasrv@r.postjobfree.com 226-***-****

EDUCATION:

Bachelor of Secondary Education Jun 2004 – Jul 2008 Cavite State University Naic Cavite Philippine

WORK EXPERIENCES:

Genpact Philippines LLC

Account Analyst/ Skip Tracer May 2010 – January 2013

Assist customers in issue resolution

Advice customers on best products to their account

Provide recommendations on way to improve productivity

Convergys Service Corporation

Customer Service Representative October 2013 – July 2015

Assist customers in managing their account

Trouble shoot customers device

Active listening to customers concern

Make bills payment

Understanding the customers need and providing solutions

Capital One Support Services

Sr. Operations Supervisor August 2015 – July 2018

Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.

Strategizing and monitoring daily activities of customer service operation.

Assisting customer service staff with duties where required.

Training staff in areas of customer service and company policies.

Managing cashier coverage and customer flow to ensure proficient customer service.

Monitoring and authenticating returns, exchanges and voids.

Investigating and solving customer service complaints.

Assisting with development and implementation of service policies and explaining these to staff and customers.

Maintaining documentation pertaining to customer service department activities.

Performing additional duties where needed.

TD BANK, LONDON ONTARIO, CANADA July 2019 – Present

Credit Card Specialist

Provide accurate and appropriate information in response to customer inquiries

Demonstrated mastery of customer service call script within specified timeframes

Addressed customer service inquiries in a timely and accurate fashion

Built customer loyalty by placing follow-up calls for customers who reported product issues

Maintained confidentiality of bank records and client information

Built customer confidence by actively listening to their concerns and giving appropriate feedback

TECHNICAL SKILLS:

Operating Systems: Windows

Applications: MS Word, MS Excel, PowerPoint

Special Skills: Speaks English and Filipino fluently, Leadership, Organizational skills, Team Work, communication skills

CHARACTER REFERENCE:

(Available upon request)

Contact this candidate