Nemesis Aldrin Lavina

• Acknowledge and greet customers that are within a close (ten-foot) radius or ten seconds of arriving where the associate is working.
• Engage the customer through conversation. Determine the customer’s needs.
• Provide product knowledge to customers through the features, values and benefits of each product.
• Suggestively sell additional items and services that the customer may not have anticipated they will need.
• Handle returns/complaints graciously and effectively.
• Work with associates to achieve Store’s sales plan. Strive to achieve individual sales plan.
• Actively participate in all programs and procedures that drive sales.
• Treat associates, customers and vendors better than they expect.
• Work with other store associates to achieve a high “Matinee Review” score through excellent customer service, product knowledge and follow through.
• Receive and display product shipments on store retail shelves within twenty-four hours of delivery.
• Aware of current promotional items and the correct pricing.
• Work with fellow associates to maintain that Asset Protection standards are met all the time.

November 2011 - April 2012
Call Center Agent/Sales Executive/Customer Service Representative - Cyber City Teleservices Clark Pampanga, Philippines
• Maintaining and updating customer records of telephonic interactions, orders and accounts.

• Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

• Contact businesses and private individuals by telephone to promote products, services and/or charitable causes

• Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed

• Building customer's interest in the services and products offered by the company.

• Ensuring appointments for sales staff to meet prospective customers.

• Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments

November 2010 - August 2011
Call Center Agent/Customer Service Representative- iQor Philippines Inc., Philippines
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller.

• Developing, implementing and maintaining an effective program and ensure compliance to satisfy the requirements for excellent Customer service experience.

• Effectively deal with job stress, angry callers, and upset customers.

• Evaluating incident forms, surveys, audits to establish root causes and together with supervisors and manager concerned, formulate a plan of action to correct non-compliant behavior or conditions.


• Update the existing databases with changes and the status of each customer/prospective customer.
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistances and when necessary.


Reference is available upon request

• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers
• Other duties as assigned.
• Display Time flexibility towards shifts as per work floor requirements.