Angel Pearl Adlawan

University of Southeastern Philippines (2017) Angel Pearl Adlawan Bachelor of Arts in English Language Holy Cross of Bansalan College (2013) Primary and Secondary Education Professional Summary Strong verbal and written communication skills to effectively empathize with customers' needs and provide personalized solutions to enhance their experience Has a proactive approach to resolving customer issues and finding solutions using strong analytical and critical thinking skills to implement effective strategies as solutions Quick to adapt to changing customer demands and company policies Willing to learn new procedures and technologies to improve service delivery Collaborative and cooperative nature with the ability to work effectively as a part of a team Exceptional organizational skills to manage tasks simultaneously proving to be effective and efficient in meeting deadlines Enthusiastic and positive approach towards work environment and colleagues Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Work History Customer Service Representative | ResolvedCX May 2020 - September 2023 Addressed customers courteously using suitable methods and problem-solving skills Responded to email inquiries and complaints following standard operating procedures Assisted in mentoring new employees during and after training Made appropriate account corrections to resolve customer issues. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Developed strong product knowledge to provide informed recommendations based on individual customer needs. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Customer Service Representative | Awesome OS April 2017 - May 2020 Resolved customer complaints in a timely and satisfactory manner via Email, Chat, and Text Used customer relationship management systems to accurately track and manage customer data and assist them effectively according to records Handled a high volume of customer inquiries in a professional and timely manner Drafted reports to summarize customer service performance and provide insights to management during monthly meetings. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated concerns efficiently, finding satisfactory resolutions for both customers and the company alike. Assisted customers in navigating the company website and placing online orders, improving overall user experience. Collaborated with team members to develop best practices for consistent customer service delivery. Analyzed customer service trends to discover areas of opportunity and provide feedback to management. Skills Zendesk Shopify Gorgias Recharge Trustpilot Customer Focus Call center experience Live chat support Escalation management Complaint Handling Critical Thinking Customer Service Problem-solving abilities Microsoft Excel Data Collection Product Knowledge Spreadsheets Computer Proficiency Order Fulfillment Staff Training Order Processing Follow-up skills Shipping procedures understanding Product and service solutions -|- | Davao City, Philippines, 8000