Ace Chris Bautista

Ace Chris Bautista Enjoys exploring culinary arts through cooking and baking, finding joy in experimenting with new recipes. My life is a balance of professional growth, personal interests, and fostering meaningful connections." PROFESSIONAL SUMMARY- Over 10 years of experience in BPO,- specializing in Customer Support Specialist 2 years as a Supervisor, where I honed my Blk 17 Lot 25 Amaia Series, Novaliches, Quezon City SKILLS Strong verbal and written communication skills, adept at conveying information clearly and leadership abilities and oversaw team performance to uphold service standards. My passion lies in delivering exceptional customer experiences and fostering a collaborative team environment to achieve organizational goals. EDUCATION effectively. Degree Holder in BSBA Major in MIT Effective at prioritizing tasks, University of Rizal 2000 Graduated: May 2000 meeting deadlines, and managing multiple responsibilities. Case Management Skilled in identifying issues, analyzing root causes, and implementing solutions. Innovative in finding new approaches to tasks and problem-solving. EXPERIENCE TelePerformance Philippines Technical Support Representative - Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat. Listen to customers’ issues, troubleshoot problems, and provide timely resolutions. Guide customers through step-by-step solutions, explaining technical processes clearly and concisely. EXPERIENCE TeleTech Customer Support Representative - Customer Support Specialist: Handled customer inquiries, issues, and complaints effectively. Provided prompt and courteous responses to customer queries. Ensured high levels of customer satisfaction through effective problemsolving. Afni Philippines Customer Support Representative - Serve as the primary point of contact for customers regarding billing-related questions and concerns. Explain billing procedures, invoices, and payment terms clearly and concisely. Investigate and resolve discrepancies or disputes related to billing statements. Develop and implement strategies to enhance customer retention through proactive engagement and personalized support. Identify opportunities to upsell or cross-sell additional products or services based on customer needs and usage patterns. Monitor customer satisfaction levels and take proactive measures to address potential churn risks. Support Coach - Coach and mentor support representatives to improve their technical knowledge, problem-solving abilities, and customer interaction skills. Conduct regular one-on-one coaching sessions, performance evaluations, and skill assessments to identify strengths and areas for improvement. Provide constructive feedback and actionable insights to help support representatives achieve their performance goals and career objectives. Supervisor 2021-Present Led and supervised a team of 21 customer support agents. Monitored team performance and provided coaching and feedback. Implemented strategies to improve team productivity and service quality. Develop and deliver training programs, workshops, and resources to onboard new support team members effectively. Update training materials to reflect changes in products, services, policies, and procedures. Coordinate cross-training initiatives to enhance team members’ expertise in different support areas. Define and track key performance indicators (KPIs) for the support team, such as response time, resolution time, customer satisfaction scores, and first contact resolution. Analyze performance data to identify trends, strengths, and areas for improvement, taking proactive measures to achieve or exceed performance targets. Implement strategies and initiatives to optimize team productivity, efficiency, and customer service quality. CHARACTER REFERENCE Raymund Balastigue Operations Manager, AFNI Philippines- Galvin Apalis Supervisor, AFNI Philippines--