APRIL LORIO EFETOBOR
***-*** ********** ******, ****** ONTARIO N6H 2M1
Bachelor of Secondary Education Jun 2004 – Jul 2008 Cavite State University Naic Cavite Philippine
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
Operating Systems: Windows
Applications: MS Word, MS Excel, PowerPoint
Special Skills: Speaks English and Filipino fluently, Leadership, Organizational skills, Team Work, communication skills
(Available upon request)