Service Representative Customer
Resume:
YOUSSOUF SIBI
DIEGO SILANG
TAGUIG CITY
CONTACT# 092********
EMAIL ************@*****.**
EDUCATION
● Bachelor of Business Administration Global Open Center University of Nagaland (2009–2012)
● Retail Management Certificate Group VAG Infotech (2011–2012) WORK EXPERIENCE
AEGIS People Support
Customer Service Representative Feb 2014 – July 2014 Aegis is a world-leading outsourcing services partner serving multiple industries, offering tailored customer and business management solutions.
Key Responsibilities:
● Provided comprehensive and high-quality customer care at all times.
● Applied learned knowledge and procedures to address customer queries effectively.
● Documented all customer calls with accuracy.
● Communicated fluently in French with internal and external customers.
● Ensured customer satisfaction in every interaction.
● Researched and resolved customer issues using all available tools.
● Maintained the confidentiality and validity of customer information. TELUS International Philippines
Accounts Payable Associate Aug 2014 – 2017
Key Responsibilities:
● Processed electronic invoices and handled mail transactions.
● Contacted suppliers and business units for query resolution, both verbally and in writing.
● Managed vendor records, including creation, updates, and blocking/unblocking in the vendor master database.
● Worked closely with the Vendor Master Team to maintain accurate vendor accounts.
● Ensured smooth reconciliation of accounts payable and related documentation. Customer Service Representative 2017 – 2020
Key Responsibilities:
● Answered customer inquiries and resolved complaints via phone.
● Assisted customers with billing, renewals, and activations.
● Handled escalations and ensured timely callbacks if the issue was unresolved.
● Provided basic troubleshooting steps to resolve customer issues. Quality Analyst 2020 – 2021
Key Responsibilities:
● Monitored frontline agent calls and performed root cause analysis to ensure consistency in quality assurance.
● Reviewed credits applied by team members to confirm validity.
● Conducted follow-up calls with customers to ensure issue resolution and satisfaction. Team Manager, Client Care Department 2021 – 2024 Key Responsibilities:
● Managed a team to ensure monthly performance targets were met.
● Conducted weekly coaching sessions to address performance gaps and opportunities for improvement.
● Handled escalated calls and resolved customer issues effectively.
● Ensured adherence to policy and procedural updates by all team members.
● Managed the queue to minimize unnecessary After Call Work (ACW) time. Team Manager, Outbound Sales 2024 – Present
Key Responsibilities:
● Motivated and coached the team to meet and exceed sales targets.
● Developed new sales strategies to maximize opportunities.
● Ensured company revenue goals were met and exceeded in all areas.
● Monitored daily activities to meet quality and performance standards.
● Handled escalations and customer complaints.
● Performed other duties as required by management.
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