Service Representative Customer
Resume:
Riza Salcedo
Conscientious and successful driving efficiency and on-time project delivery. Bringing more than 10 years of corporate experience and proven abilities in performing accurate work according to technical specifications. Work well with clients from all walks of life to identify values, develop possible career paths, and design effective job search strategies. 90% successful employment placement rate. Proficient with database programs including Microsoft Server and CargoWise.
Work History
2019-May
2020-Sep
Team Leader
Offshore Business Processing Inc, Ortigas Center, Pasig City, PH
Oversaw a team of up to 18 staff, establishing work procedures, processes, and assignments to support both company and departmental standards and strategic
directives.
Delivered performance feedback and coaching leadership while coordinating and facilitating training and
development needs to improve team member
performances.
Demonstrated solid time management and organizational skills, proficiency, and effective communication and interpersonal talents.
Performed coverage in the absence of staff doing tasks for Data Entry.
2016-May
2019-Apr
Quality Analyst, Promoted as Team Leader
Sykes Inc, Mandaluyong City, PH
Managed and lead a team of 18 people to ensure delivery of an exceptional client experience through the consistent achievement of all set operational goals and objectives, and develop plans to address barriers to success.
Provided coaching, mentoring, development and direction to each team member in order to drive a high-
performance customer centric culture.
Ensured that all agents are hitting their target in terms of their KPIs.
Contact
Address
Mandaluyong City,
Philippines, 1550
Phone
************@*****.***
Skills
Billing
Coaching
Interpersonal
Client
Data Entry
Delivery
Direction
English
Leadership
Developed and maintained quality assurance procedure documentation.
Collaborated with management to provide training on improved processes and assist with creation and
maintenance of quality training.
2014-Sep
2016-Apr
Private Home Tutor
OFW, Bucharest, Romania
Helped children with homework and school work.
Accompanied children to and from school, on outings, and to medical appointments.
Worked with parents to develop and implement discipline programs to promote desirable child behavior.
Collaborated with students to complete homework
assignments, identify lagging skills and correct
weaknesses.
Created special handouts, study guides and assessments to evaluate and boost student knowledge.
2010-Nov
2014-Jul
Helpdesk Officer
Delegait Multirational Corp, Ortigas Center, Pasig City, PH
Solicit sales of new or additional services or products.
Provided basic technical support for clients on wide range of company products.
Answered average of 80 to 100 cases per day,
addressing customer inquiries, solving problems and providing product information through chat, emails and phone call
Liaised with customers, management and sales team to better understand customer needs and recommend
appropriate solutions.
Maintained up-to-date knowledge of product and service changes.
Achieved and consistently exceeded revenue quota through product and service promotion.
2008-Jun
2010-Jun
Customer Service Representative
Sykes PH
Provide assistance for customers with special billing requests.
Mentoring
Organizational skills
Processes
Speaking
Recording
Sales
Strategic
Teaching
Telephone
Time management
Client Service
Collected customer feedback and made process changes to exceed customer satisfaction goals of 90%.
Provided primary customer support to internal and external customers in fast-paced environment.
Responded to customer requests, offering excellent support and tailored recommendations to address needs. 2006-Jun
2008-May
High School Teacher
Isaac Lopes Integrated School
Adapted teaching methods and instructional materials to meet students' varying needs and interests.
Assigned and graded class work and homework.
Prepared materials and classrooms for class activities.
Collaborated with other teachers and administrators in the development, evaluation, and revision of secondary school programs.
2004-Dec
2006-May
ESL Instructor
Initiate, facilitate, and moderate classroom discussions.
Educated students in the basics of English grammar and conversational speaking.
Prepare course materials such as syllabi, homework assignments, and handouts.
Create activities for students to get used of speaking and writing English.
Education
2000-Jun
2004-Mar
Bachelor of Science: Education
Rizal Technological University - Mandaluyong City PH 1996-Jun
2000-Mar
High School Diploma
Jose Fabella Memorial School - Mandaluyong City PH
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