Daphnee Lee Pagurayan

Daphnee Lee Pagurayan Freelancer| Experienced Customer Service Representative Accomplished Agent and Support with proven track record in identifying the needs of the client and working to find a solution promptly and professionally with exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Contact Phone - Email - Address San Martin Street, LJ Ledesma Subdivision, Iloilo City Philippines Education 2012 Bachelor in Hotel and Restaurant Management West Visayas State University Bachelor in Hotel and Restaurant Management Graduate - Cum Laude (2012) Commission on Higher Education Scholar -) TESDA - National Certificate (NC II) Passer for Bread and Pastry Production Skills Complaint Resolution Sales Expertise Technical Support Data Entry Training and Mentoring Back Office and Administrative Support Language English Tagalog Experience Jul 2021 - Present RMS Collect Phils. Inc. | Iloilo City Senior Agent/Mentor/Support | T-Mobile US Uncovering the customers' needs and have a passion to educate, demonstrate and recommend device and service solutions. Upsells/advises customers about new products and assisted customers in determining best product and services for their needs. Provides world-class customer service assistance specifically in complex issues such as Advance Troubleshooting Handled and promptly resolved customer complaints to maintain professional relationships. Supervises newly-hired employees/trainees, providing exceptional coaching and mentoring. Jan 2017 - Jul 2021 Startek | Iloilo City Technical Support Representative | Time Warner Cable Assisted customers in identifying issues and explained solutions to restore service and functionality. Resolved diverse range of technical issues for customers and end-users across various time zones. Identified potential sales and cross-selling opportunities. Scheduled technician appointments. Submitted service tickets for equipment maintenance requests. Jan 2014 - Dec 2014 SPI Global | Iloilo City Advanced Customer Service Representative | DISH Network Educated customers about billing, payment processing and support policies and procedures. Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Jul 2012 - Apr 2013 Real Maris Resort and Hotel Inc | Boracay Island Human Resource Officer Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees. Facilitated successful policy implementation and enforcement to maintain legal and operational compliance. Supervised job interviews and conducted exit surveys to verify compliance with HR best practices. Processed paperwork and hiring details for promotions and lateral position changes. Planned, monitored and appraised employee work results by training managers to coach and discipline employees.