Abdel Aziz Rafael R. Pangcoga

Abdel Aziz Rafael R. Pangcoga

$10/hr
14 years of experience in Customer Service
Reply rate:
33.33%
Availability:
Full-time (40 hrs/wk)
Age:
42 years old
Location:
San Jose Del Monte, Region 3, Philippines
Experience:
14 years
Abdel Aziz Rafael R. Pangcoga residence mobile email Qualifications City of San Jose Del Monte, Bulacan, Philippines -- ▪ 14 years of experience in Customer Service, particularly in the US and UK directory assistance, credit card-related customer services, customer support for a vending machine company, customer service advocate for a leading health insurance, customer service for an international online money remittance company and business development coordinator for car dealerships. ▪ Proven operational management know-how – from constantly taking escalated calls, serving as Deputy Team Leader, monitor phone calls to ensure representatives are following the organization’s protocols as a Quality Specialist. Monitor and share customer insights and recommendations to drive customer experience program development. Identifies/proposes new product or process workflow solutions aimed at improving overall efficiencies, cost, or improved customer experience. ▪ Consistently received performance bonuses due to high performance in Average Handle Time, Quality Assurance and Schedule Adherence. ▪ Constantly keeps in mind team goals and working conditions to ensure that teammates remain motivated and that service delivery procedures are met. ▪ Hands-on background in the legal profession and culinary arts helps in establishing rapport with a variety of customers. ▪ Excellent communication skills in English and Filipino. ▪ Intermediate user-knowledge of the MS Office productivity suite. ▪ Clear and patient when dealing with people. ▪ Stays focused under pressure; a veteran in adapting to new procedures and methods. Experience BUSINESS DEVELOPMENT COORDINATOR (Best Choice Motors) OCT 2020 TO MAY 2023 ▪ Managing incoming requests from customers, scheduling appointments, handling their concerns and questions as well as present them with the best solution to their needs. ▪ Generate appointments and quotes by means of internet leads, inbound calls and outbound calls. ▪ Present initial financing options base on customer needs. ▪ Follow up with leads that are not ready to make an appointment or no-show. ▪ Utilize CRM tracking system daily. VIRTUAL ASSISTANT MJP MARKETPLACE (MJPTINDAHAN.COM) APRIL 2019 TO OCT 2020 ▪ Answering emails and phone calls from customers. Curating content, replying to comments, and other community management tasks. Order fulfilment, inventory management, bookkeeping or inputting data from different sources into a spread sheet, managing Facebook ads and monitoring ROAS for each product. CUSTOMER SERVICE REPRESENTATIVE / RISK INVESTIGATOR / QUALITY SPECIALIST / CUSTOMER EXPERIENCE SPECIALIST / RISK PROGRAM ▪ Addresses customer inquiries and concerns regarding customer transactions. ▪ Monitor real time queues and identify high risk transactions within the business portfolio. ▪ Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. ▪ Monitor phone calls to ensure representatives are following the organization’s SPECIALIST SEP 19 2016 TO JULY 8 2019 REMITLY INC. protocols and processes. ▪ Evaluate and report on customer experience program metrics and outcomes. Monitor and share customer insights and recommendations to drive customer experience program development. Manage and standardize customer experience programs across teams. ▪ Provides coaching on both metrics and Service Promises, as well as the knowledge, skills and attitude related to these promises. Works alongside Team Managers to provide Associates with a rich process and behavioural coaching that empowers them, and helps them succeed in your subject matter area. Keeps abreast of production work, but with specific and keen eye on process, product, workflow opportunities. Rolls out / trains Associates on any updates / changes to the team to ensure that agents are equipped with appropriate and up-to-date information. Be able to represent the Voice of Agent (based on agent feedback) back to Program Managers to inform program enhancements. CUSTOMER SERVICE ADVOCATE ▪ Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims. ▪ Help guide and educate members about the fundamentals and benefits of consumerdriven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider. AETNA HEALTH INSURANCE Concentrix Inc. JAN 23 to JULY 24 2016 CUSTOMER SUPPORT (WFH) SWYFT Store San Francisco, CA May 18 to Oct 20 2015 OWNER & MANAGER Warpath Internet Cafe Bulacan, Philippines Aug 2012 to May 2015 CUSTOMER SERVICE REP Credit Card Department HSBC Electronic Data Processing Jun 2010 to Aug 2012 CUSTOMER SERVICE REP Kgb_Philippines Ayala Ave., Makati City Jul 2005 to June 2010 LEGAL RESEARCHER ▪ Addressed customer inquiries and concerns regarding returns, exchanges and refunds. ▪ Set up and managed own PC rental shop: acquired and assembled PCs, set up local network and Internet connectivity, troubleshoots PCs, peripherals, applications, and connectivity problems; and attends to customers’ requests and inquiries. ▪ Handles own bookkeeping and physical maintenance of the establishment. ▪ Provided timely and concern-appropriate customer service, including cross selling, credit card protection (identity theft), credit keeping (credit score coverage), and life insurance. Handled the first stage of fraudulent accounts and balance transfers. ▪ Took the initiative to complete needed research and customer follow ups or to direct customers to the right departments for their concerns. ▪ Provided expert directory assistance in the United Kingdom, by handling calls in a consistently timely manner, and providing accurate information to customers. ▪ As deputy Team Leader, supervised other customer reps during calls and took escalated calls for resolution. ▪ As a Special Products Agents, tested new products and services for the company before rolling it out to the agents on the floor, oversaw floor walk assignments, and coached new hires as needed. ▪ Researched Supreme Court decisions, Philippine statutes and other legal materials, in Pangcoga, Basaar & Associates Apr 2003 to Jul 2005 SERVICE CREW Madrigal Grill & Restaurant Kalayaan Ave., Quezon City Mar 2005 to May 2005 Education the preparation of pleadings. ▪ Encoded and proofread legal documents to the satisfaction of the defence counsel. ▪ Assisted in coordinating food preparations in large but measured quantities. ▪ Ensured that quality and portion standards were consistently met. ▪ Served guests food when kitchen stations became undermanned. National College of Business and Arts (Fairview) B.S. Business Administration (undergraduate) Major in Hotel and Restaurant Management REFERENCES TO BE PROVIDED UPON REQUEST.
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