Service Representative Customer

ARWIN FLOJERA

Personal Data

Date of Birth: October 09, 1996

Place of Birth: Bugallon, Pangasinan

Civil Status: Single

Citizenship: Filipino

Summary

Passionate and results driven Subject Matter Expert and a CSR with 3 years of experience.Dedicated to delivering world class service and enhancing customer satisfaction. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention.

Eligibility

Civil Service – Professional Eligibility

Date of Examination: March 12, 2017

Educational Background

Primary Magtaking Elementary School

Magtaking, Bugallon, Pangasinan

2003– 2009

Secondary Polong National High School

Polong Bugallon, Pangasinan

2009 – 2013

Tertiary Pangasinan State University

Lingayen, Pangasinan

BS Mathematics major in Computer

Information Technology

2013 – 2017

Work Experience

Subject Matter Expert – 04/2018 – 07/2020 (Sitel)

Direct support of 30 customer service and able to answer all their inquiries regarding the product.

Remained courteous and calm at all times, even during moments of intense customer displeasure.

Familiar with the company’s products & services, including discounts and promotions.

Learned how to use new tools introduced by the company and able to master them in a short period of time.

Fielded and addressed customer inquiries, and investigated and resolved complaints and grievances.

Awarded as the Top SME.

Customer Service Representative – 09/2017 -04/2018 (Sitel)

Handle 70+ customer interactions per day, giving detailed,personalized, friendly & polite service to ensure customer retention.

Received an average 80% customer satisfaction rating to date, 15% higher than company average

Identified opportunities for process improvements and recommended strategies to enhance customer service.

Awarded as the Top Agent.

Personal Skills

Excellent Communication Skills

Conflict Resolution and De-escalation

Critical Thinking

Punctual and Positive Attitude

Strong Work Ethic

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Programming (C, C++, HTML)

Adobe Photoshop

Computer Specifications

System Model: System Model HP Compaq 8100 Elite SFF PC

Processor: Intel core i7 860 quadcore

RAM: 8GB

ROM: 500GB HDD

Internet Speed: Download – 50mbps

Upload – 7mbps

************@*****.*** +639*********

0059 Magtaking, Bugallon, Pangasinan 2416

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