Customer Service Experience

ELDE R. SIERVO JR

Muntinlupa City **** 092******** ************@*****.*** Web: bit.ly/41itSfE

PROFESSIONAL SUMMARY

Highly praised by merchants for exceptional service through a patient and attentive approach, resulting in efficient issue resolution. Demonstrated strong ability to actively listen and understand needs, ensuring positive customer experience. Received numerous commendations for consistently providing top-notch service and exceeding expectations.

SKILLS

• Accountability

• Problem Solving

• Critical Thinking

• Can work on fast-paced environment

• Motivating Others

• Adaptability

• Professionalism

• Customer Service competency

• Strive for improvement

WORK HISTORY

Remote Concierge Specialist, 12/2023 - 12/2024

UCIT Philippines Inc. – Ortigas, Philippines

• Addressed calls from pedestals and intercom systems located at entry and exit gates.

• Sending out incident reports and other related reports regarding the interaction

• Mastered video management software including Detexi, Sureview-Immix, and Avigilon.

• Ensured compliance with organizational guidelines for client interactions.

• Stayed informed on site protocols by maintaining current knowledge.

• Ensure all systems are online, noting any malfunctions and notify the Supervisor of all issues Senior Customer Care Associate to Team Lead, 04/2017 - 10/2023 Support Service Group Philippines Inc. – Makati, Philippines

• Encouraged and advanced team members to reach KPI objectives.

• Monitored essential performance metrics such as call volume and average handling time.

• Analyzing data to identify areas for improvement

• Ensured compliance with standards by regularly assessing call quality.

• Resolved escalated customer complaints efficiently.

• Providing support to team members on difficult customer interactions

• Identifying root causes of customer issues and implementing solutions

• Analyzing customer service processes and identifying areas for optimization

• Implementing new procedures to improve efficiency and customer experience

• Maintaining and updating knowledge base with relevant information

• Communicating company policies and updates to the team

• Presented regular updates on team performance to leadership.

• Resolved email-based inquiries and addressed service concerns efficiently.

• Resolved service-related issues by responding effectively to calls. Recovery/Resolutions Specialist, 08/2014 - 03/2017 Optum Global Solutions – Taguig, Philippines

• Handled inbound and outbound calls for claims recovery and collections in the US healthcare domain. Senior Care Associate, 11/2012 - 08/2014

ACS Xerox Company – Pasay, Philippines

• Handled phone-based benefits verification for streamlined support. EDUCATION

BS: Mechanical Engineering, 03/2006

Eulogio Amang Rodriguez Institute of Science & Technology - Manila, Philippines CERTIFICATIONS

• Personality Development OPS Support Leadership Training, Asia Premier One Source Inc., 05/21/21

• Certificate of Completion - Leadership Foundation - Team Lead, 07/27/23

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