Customer Service Representative

Skills

Tools

Data analysis

Root cause analysis

Skill transfer

Coach, mentor, develop

agents,

Proficient in computer

software systems

Phone and email handling

Research

Proficient in Microsoft Office

KARL MACE GUILLERMO

B U S I N E S S V I R T U A L A S S I S T A N T

Highly motivated and detail-oriented virtual assistant with a strong background as a subject matter expert and customer service representative. Adept at providing exceptional support, resolving complex issues, and delivering outstanding customer experiences. My objective is to provide excellent and accurate service to my clients and to be able to share my knowledge and experience with the company. Experience

Providing mentorship, and contributing specialized knowledge through routinely coaching 8 to 12 agents every week and making sure individual action plan is being executed and target metric are being met. Consistently achieve a number of live call monitoring per week goals for the team and listening to at least 20 calls every day and providing feedback to ensure consistent achievement on key performance metrics. Providing real-time support to ensure that calls are handled professionally and serve as a resource person to help others understand and apply the subject matter effectively.

Offer solutions to complex technical or operational challenges related to the subject matter. Analyze data, conduct research, and provide recommendations to improve performance and efficiency. Perform other duties as assigned including front-line customer and second-level support calls as required.

Provide prompt and courteous assistance to customers via various communication channels such as phone, email, or chat. Handle calls for at least 40 customers every day and provide accurate, valid, and complete information by using the right methods/tools. Build sustainable relationships and trust with customer accounts through open and interactive communication.

Follow communication procedures, guidelines, and policies. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, and take the extra mile to engage customers.

Subject Matter Expert l CSR

Customer Service Representative

January 2022 - June 2023

October 2020 - December 2021

Concentrix Baguio l eBay Buy

Education Concentrix Baguio l eBay UK Buy

August 2022 - Present

Juris Doctor

College of Law

University of the Cordilleras

August 2016 - August 2020

Bachelor of Science in

University of the Cordilleras

Business Administration

Major in Business Management

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