Maricris Galigao

 Maricris R. Galigao 026 Katarungan st Brgy Commonwealth Q.C. Home: - / --Skype: allainecrystal   CUSTOMER SERVICE REP / 5 YEARS' EXPERIENCE IN CALL CENTER SETTINGS Polished, professional customer service rep offering: 5 years of experience providing customer support in busy call center environments An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.  EXPERIENCE Customer Service Representative (Home Based) 4/2012 - 2/2015, AA Homeshoring Solutions Handle customer inquiries, complaints, service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions Key Accomplishments: Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls Helped company attain the highest customer service. Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Customer Service Agent ( Office Based) 5/2006 - 6/2008, ICT Marketing Services Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel.  Key Accomplishments: Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Sept 2007. Ranking was based on accuracy, customer service, duration of calls and availability. Co-developed on-the-job training program that reduced training time from eight weeks to five. EDUCATION 7/2005-10/2005, INFORMATICS INSTITUTE Customer Service Skills Training Completed five 4-hour modules of customer service training. Topics included how to: Greet transfer and hold calls Build rapport, listen, clarify and manage conversational flow Manage upset customers, conflicts and challenging situations Deliver outstanding service, exceed expectations and build long-term loyalty Work in teams and in a self-directed environment 6/1997-4/2001, New Era University, AB Masscommunication 6/1993-6/1997, New Era University ( High School) SKILLS Skill Name Skill Level Last Used/Experience Customer Service Expert Currently used/5 years Call Center Service Operations Expert Currently used/5 years Complaint Handling/Dispute Resolution Expert Currently used/5 years Sales Lead Generation Expert Currently used/5 years Data Entry/Records Management Expert Currently used/5 years Multiline Phone Use Expert Currently used/5years MS Word, Excel and Access Expert Currently used/6 years