Customer Service Representative
SITEL, Loakan, Baguio City, PH
Total years of experience :6 years, 2 Months
SITEL, Loakan, Baguio City, PH
July 2007 up to the present
Customer Service Representative (Capital one inbound account, a US based bank holding company specializing in credit cards, home loans, auto loans, banking and saving products)
• Responded to high volume of telephone inquiries per day from customer diverse needs and personalities, skillfully resolving complex issues with professionalism and diplomacy, cultivating rapport and smooth communication with each one. Deliver world class customer service and build customer satisfaction and loyalty.
• Strive for one-call resolution of customer issues; conveyed in reassuring manner step by step instructions to resolve application issues.
• Reviewed and issued audits on account information and processes; demonstrate best judgment in the disbursement of adjustments and credits.
• Increase the customer experience by providing information on new products, rate plans, and service through up selling opportunities.
GLOBAL OUTSOURCE PARTNERS
Operations Manager / Lead IT Specialist May 2006 - June 2007
• Responsible in supervising the concerns and operations of the Production Team who reports directly to me. Also, in charge of tracking current shipments after its schedule to its Time of Arrival following up and communicating with carriers, customers and the head office from time to time or whenever necessary. addresses agent concerns and maintains and implements operational protocols and rules. Also manages Sub departments like Carrier development and Data Entry. Also coordinates with the main office for Access and access management. Reports directly to the President, CEO, VP admin and the HR Manager.
GLOBAL OUTSOURCE PARTNERS
IT / Tele Sales Agent April 2006
• Responsible in maintaining networks ( IT), Responsible in scheduling enrolling customer to the webtool and scheduling pick ups of freights.