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Customer Service Specialist with 5+ years in BPO industry
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Competencies
Applied communication and problem-solving skills to address diverse customer needs and enhance satisfaction.
Managed real-time customer interactions across multiple platforms, ensuring efficient issue resolution.
Performed call evaluations, provided feedback, and generated reports to support service quality improvements.
Handled documentation, scheduled meetings, and prepared reports to facilitate operational efficiency.
Utilized verbal and written communication to clarify customer issues and deliver tailored assistance.
Languages
Summary
Experienced customer service representative with over 5 years in BPO, demonstrating strong communication, issue resolution, and quality analysis skills. Adept at managing customer inquiries and providing actionable insights for service enhancement.
Key Achievements
- Responded to customer inquiries across multiple roles and maintained high customer satisfaction.
- Analyzed customer feedback and call quality metrics to identify service improvement opportunities.
- Progressed from Customer Service roles to Quality Analyst, taking on responsibilities such as reporting and staff feedback.
Experience
Customer Service Representative
Responded to customer inquiries and provided expert assistance on accounts, transactions, and financial products, driving customer satisfaction., Effectively identified and resolved issues, ensuring quick resolutions and enhancing the customer experience., Maintained in-depth knowledge of financial products and services to deliver precise information and tailored recommendations., Effective verbal and written communication., Gathered and analyzed customer feedback to identify opportunities for service and product enhancements, reporting actionable insights to management.
Customer Service Representative
Coordinated schedules and managed resources., Research, identify, and resolve customer complaints and issues using the information and tools available., Following up with customers to ensure that their issues have been resolved satisfactorily and to gather feedback on their experience., Maintain a positive and solution-oriented approach to customer interactions., Coordinating calendars to set up meetings at mutually convenient times., Strong organizational and multitasking abilities.
Quality analyst
Performed basic administrative tasks such as document management and reporting., Analyzing calls based on predefined criteria such as accuracy, professionalism, compliance, and customer satisfaction., Providing constructive feedback to customer service representatives to help them improve their performance and adherence to company policies and procedures., Generating reports on quality metrics, identifying trends, and making recommendations for improvement to management.
Customer Service Representative
Documenting customer interactions, including inquiries, complaints, and resolutions, accurately and comprehensively in the company's database or CRM system., Research, identify, and resolve customer complaints and issues using the information and tools available., Following up with customers to ensure that their issues have been resolved satisfactorily and to gather feedback on their experience., Maintain a positive and solution-oriented approach to customer interactions., Provided direct customer service in English, addressing inquiries, complaints, and offering solutions.