Angelica F. Dimaano
070 Palindan, Ibaan, Batangas
Mobile:--
Customer Service Rep /
6 Years’ Experience in Call Center Settings
Polished, professional customer service rep offering:
6 years of experience providing customer support in busy call center environments for telecom industry employers.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Experience
Customer Service Representative
Teletech Offshore Investments (Telstra)
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, and operations.
Key Accomplishments:
Managed a high-volume workload within a deadline-driven environment. .
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Uptrained with different skills. Currently acting as a complaints case manager. Closing a service requests in a timely manner.
Education
Bachelor of Arts in Communication Graduate (2010)
University of Batangas
Hilltop Campus, Batangas City Philippines
Skills
Skill Name
Skill Level
Last Used/Experience
Customer Service
Expert
Currently used/6 years
Call Center
Service Operations
Expert
Currently used/6 years
Complaint Handling /
Dispute Resolution
Expert
Currently used/3 months
Data Entry / Records Management
Expert
Currently used/6 years
Multiline Phone Use
Expert
Currently used/6 years
MS Word, Excel and Outlook
Intermediate
Currently used/6 years
