Customer Service Representative
Resume:
ERICA MAE LOTINO
Customer Service Representative
adz9uh@r.postjobfree.com
OBJECTIVE
To obtain a position that will enable me to use my ability to work well with people and ability of
analyzing and resolving client concerns using
established procedures, examining pertinent
information to determine responsibility for errors and resolution, throughout the process. Aiming to
use my proven skills to effectively fill the role. SKILLS
• Excellent Communication skills
• Multitasking
• Problem solving
• Microsoft office Suite
• Strong work Ethic
PERSONAL BACKGROUND
Date of Birth: April 15, 1999
Age: 23 yrs. Old
Gender: Female
Address: Blk 9 lot 20 Amore st.
Valenza Crown Asia Sto.
Domingo, Santa Rosa
Laguna
PROFESIONAL EXPERIENCE
2023 – Present
Customer Service Representative
(CSR) Concentrix – Nuvali)
Macys, H&R block and Qantas Airline
Program Ready Trainer (PRT)
September 2022 – November 2022
• Handled condensed and seasonal training
• Undergone train the trainer program
Team Leader Trainer
November 2022
• Handled a seasonal agent for a month.
Escalation Support/Agent
October 2021 – September 2023
• Handles 50+ daily calls including inbound/outbound and supervisory calls, with duties explaining the account statement history, presenting relevant account information and providing resolution to every call.
• Providing assistance to agents for excellent customer service and driving collection effort.
• Demonstrated skill in managing change and maintaining flexibility in variety of challenging environments.
• Ability to work in diverse teams and to communicate well with others.
• Was able to coach and support agents in improving AHT. Agents were able to hit the target by 101% to goal by end of month.
• Supported a team by monitoring calls and providing immediate feedback to improve skills and product knowledge.
2016 – 2017
Production Specialist (March 2016 – May 2017)
Unit C, Winsouth 2 building, 104 East Science Avenue Laguna. Techno park, Biňan, Laguna
Duties and Responsibilities
• Assemble a wide variety of products with multiple components for export.
• Tag, mark and pack products for export to clients world-wide
• Perform Inspections on incoming products and materials. References
Camella Bautista Concentrix Nuvali (Team leader/operation manager)
Juden Christ Feudo Concentrix Nuvali (Team leader trainer/ Agent)
Diana Ann Peria Concentrix Nuvali (Team leader trainer/ Agent)
I hereby certify that the above information is true and correct to the best of my knowledge and beliefs.
Erica Mae Lotino
Applicant Signature
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