Francis Mitchell Crisologo

 EDUCATION Sacred Heart College 2011 Bachelor of Arts in Communication PROFESSIONAL EXPERIENCE August 2012 eBay - ePerformax May 2015 Customer Service Representative Provide excellent customer service by responding to customer interactions via the telephone, email or internet in a professional, courteous, accurate manner while recording a brief overview of communication. Take ownership of each call to build rapport by providing resolutions on behalf of the member in real time. Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding billing, usage of website and help customers with their seller/buyer interactions. Research complex claims issues accross multiple databases and work with support resources to resolve customer issues in addition to collaborating with other departments to resolve escalated issues. Act as a mediator between buyer and seller to help get a positive outcome for both parties. Analyze bill, invoices, and interpretation to customers. Encourages self-sufficiency by assisting members in navigating company websites, cell phone applications and tools. Conducted walkthrough for basic computer, tablet, and phone troubleshooting. General support for new hires, floor walker/SME (Subject Matter Expert) answers new hires questions and assist them on using the company's tools and databases. March 2016 Opsify Inc. (Homebased) December 2016 Customer Service Representative Email management, organization and communication via company's database. Answers Inbound calls to assist guide and educate customers with anything associated to the company's products. Encourages self-sufficiency by assisting members in navigating company websites, cell phone applications and tools. Take ownership of each call to build rapport by providing resolutions on behalf of the member in real time. Performed outbound calls to provide faster resolution to customers. Manages customer account information through company's databases. Conducted walkthrough for basic computer, tablet, and phone troubleshooting. Detailed analyzation of bills and interpretation. Research, updates, and manages data via company's databases. Data entry and data management. Processes payments, refunds, chargebacks and promo discounts using company's payment processor. September 2017 Flat Planet – Harris Farm Markets February 2019 Customer Service Representative Handled GPS navigation system to track customers orders using the company's program. Provide excellent customer service by responding to customer interactions via the telephone, email or internet in a professional, courteous, accurate manner while recording a brief overview of communication. Detailed computation of deliveries and differences between estimated shipping and actual shipping fee. Handled administrative requests and queries from senior managers and update them with additional information daily. Assist in the preparation of regularly scheduled reports. Encourages self-sufficiency by assisting customers in navigating company websites. Handled internal editing of ecommerce website for basic editing or the information that are shown at the website. Handled additional general tasks ( Verification of deliveries daily, coordinate with couriers to ensure that customers receive their deliveries on time, Organize and schedule appointments by calling customers and couriers to help them get to a meet for package deliveries. ADDITIONAL SKILLS Data Entry Analytic thinking aimed at resolving’ issues in a proactive manner Customer Support & Service Administrative Support Employee Training Tact when handling irate customers Office Management Selling, Sales & Scheduling Self-presentation and positive attitude Exceptional organizational skills and adaptability Phone Skills Savvy with modern technologies Exceptional ability to stay attentive even under pressure Flexibility to work in an ever changing environment Focused on “great service beats fast service” directive Excellent follow-up and after-sales service skills