Alvin Louis Tuazon

ALVIN LOUIS TUAZON Customer Service Representative Experienced call center representative providing remarkable customer service. Highly adaptive to different work environments and changes. Exceptional computer aptitude and telephone etiquette. CONTACT SKILLS - • Analytics program experience - • Technical Understanding 2274 Agua Marina, San Andres Bukid, Metro Manila • Knowledge of Business Operations • Client Management • Cross-platform testing EDUCATION BACKGROUND • Dafeeder • Salesforce (5 years) BA Travel and Tours Management Saint Louis University Jun 2008 - Mar 2013 Major in Travel and Tours Management REFERENCE Kirsthine Joy Abrigo-Sterling Global • Cold Calling • Fraud detection • Dispute Resolution • Risk Assessment • MS Office • Decision Making • Attention to Detail Quality Assurance • Team Management Emmanuel Pasana • Scheduling - • Calendar Management Satellite Office Solutions • Photo Editing Player Support Representative • IT Support • Hardware support WORK EXPERIENCE Lead Generation Specialist (Seasonal) Universal Lighting | Jan 2023 - Aug 2023 Cold Calling Answering general inquiries via email Outbound calling using Dafeeder to prospect businesses Daily end of day report to CEO. Track expenses in Shopify Manage inquiries using Pledgebox Senior Analyst Shopee Philippines | Sep 2020 - Jan 2023 Assisted management in creating and testing new in-house tools. Supported buyers and sellers with return and refund requests via Salesforce email. Answer incoming chats of buyers. Providing basic troubleshooting for Shopee application and website. Subject Matter Expert to a partner BPO. Technical Support Representative Sykes Asia| May 2019 - Aug 2020 Answer incoming phone calls, chats and emails and provide technical support to customers experiencing problems with their Google Nest Devices or Nest Account. Helping clients with installation and in depth troubleshooting. of the Nest Application Subject Matter Expert Team Leader Convergys | Oct 2016 - Feb 2019 Handled a team composed of 10 to 15 agents for the CITI Debit card account. Monitored individual agent and team stats Set schedules using the workforce management tool. Providing weekly coaching to team members. Participated in monthly calibrations to improve CS process Fraud Analyst Convergys | March 2014 - Oct 2016 Investigates forgery and theft within customers' accounts and transactions on behalf of Citibank. Track and monitor bank transactions and activities that comes through the customers' account Answer incoming calls about fraud alert received and another general inquiries..