Felmarose siton
1037 Crusader St, Palar Village, Brgy 31, Post Proper Southside, Makati City, Metro Manila · --
Professional and personable Call Center Representative with 4 years of experience handling inbound and outbound calls for telecom company. During these years I have been assigned to different Line of Business, from Customer Service Representative to Order Processing Specialist, to Multiskilled agent and being promoted as a Subject Matter Expert.
Experience
May 2017 – Present
Customer service subject matter expert |, Teleperformance
Provided primary customer support to internal and external customers in fast-paced environment.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Investigated and resolved customer inquiries and complaints quickly.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Educated customers about billing, payment processing and support policies and procedures.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Developed highly empathetic client relationships and earned reputation for exceeding service standard
January 2016 – April 2017
Technical Support representative| microsoft xbox, Teleperformance
Answering approximately 60 inbound customer calls per day in a friendly and courteous manner
Discussing billing issue with the customer and offering possible solutions
Providing information on additional products and services
Following the conversational script provided by Xbox and keeping the customer calls to under 15 minutes
Escalating customer calls to my supervisor, if needed
Education
June 2003 - 2005
Bachelor of science in nursing, Medina college
Undergraduate
Highlights
• Troubleshooting
• Service and Support
• Computer software savvy
• People person
• Problem solver
• Critical thinker
• Self-motivation
• Good communication skills
• Resourcefulness
• Ability to self-evaluate
• Independence
Awards and recognition
• Certificate of Recognition for being the Top Performer of SME
• Certificate of Recognition for being the Top Performer of the Year 2019 for SWITCH
(Order Processing Specialist)
Activities
• Child care
• Sports
• Music
• Movies (Korean drama)
• Gaming
• Travelling
• Reading
• Writing
