Reynaldo
Refran
SEASONED CUSTOMER SERVICE PROFESSIONAL
SUMMARY
A seasoned Customer Service Professional since 2003, he has been in the forefront of providing
topnotch customer satisfaction with the drive to exceed company and customer expectations
by delivering second-to-none service, and is focused in maintaining customer centricity in all
initiatives and interactions. He lives by the mantra of "customer first."
Having been in the industry for this long, he has taken up different roles such as attending to
immediate customer issues at the onset of the call and providing immediate resolution and
doing follow-ups when needed, to assisting them in placing orders for certain products such as
full computer systems and even booking airline flights. He also did outbound calls to
customers offering upgrades to their purchases and further assistance to whatever issues they
would think about. He also performed several roles on the back end, ranging from doing
administrative tasks such as monitoring of processes done by agents and delegation of tasks to
agents to performance monitoring such as scrubbing of agent interactions and data analysis.
With utmost confidence, he lists qualities such as being detail-oriented and organized as his
top assets, and as such he is making himself available to those who desire efficiency and
professionalism. He also sees to it that everything is done timely and perfectly, and this can be
attested by his former and current colleagues and supervisors. He is open to new challenges
and is always keen on learning new things and having new experiences. He keeps himself
updated with the latest trends and is very open to feedback that will help him produce top
quality work and will result to better customer satisfaction.
WORK EXPERIENCE
EDUCATION
PROFESSIONAL
SKILLS
PERSONAL SKILLS
COMMUNITY OPERATIONS SPECIALIST, Uber Systems Inc., 7/2016 - present
CUSTOMER SERVICE REPRESENTATIVE, Open Access BPO, 5/2015 - 10/2015
TICKET MANAGEMENT GROUP MEMBER, ZALORA Philippines, 1/2015 - 3/2015
CUSTOMER SERVICE REPRESENTATIVE, ZALORA Philippines, 1/2014 - 1/2015
BACK OFFICE ADMINISTRATOR, Telepare Net Boost, 5/2012 - 11/2012
CUSTOMER SERVICE ASSOCIATE, Stellar Global Solutions Philippines, 12/2010 - 5/2011
INSIDE SALES REPRESENTATIVE, Dell International Services Philippines, 1/2008 - 1/2009
CUSTOMER CARE SENIOR ASSISTANT, Dell International Services Philippines, 4/2007 1/2008
eRep™, PeopleSupport Philippines, 11/2003 - 10/2004
UNIVERSITY OF THE PHILIPPINES MANILA,-
Bachelor of Arts in the Social Sciences (Area Studies)
INDONESIAN EMBASSY, MANILA, 2016
Bahasa Indonesia Class for Foreigners (Intermediate)
Customer Service
Customer Experience
Customer Satisfaction
Communication
Teamwork
Initiative
Problem Solving
Reports and Documentation
Data Entry and Analysis
Leadership
Fast Learner
Grace Under Pressure
Detail-oriented
Commitment to
Excellence
- /- /- |-| ph.linkedin.com/in/rrefran
