Arjay M. Derramas
San Juan Vill. Royal Valley Subdivision Bangkal Davao City --
About
Experienced Customer Service with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Customer Service, Customer Satisfaction and Training.
Personal Information
Date of Birth: March 15, 1992 Place of Birth: Davao City
Age: 28 Gender: Male
Civil Status: Single
Religion: Catholic
Work Experience
Quality Assurance Specialist (CSAT COACH AND QA) TECHSTYLE FASHION GROUP
Offsourcing Phils. Inc – June 2016- present
. Ensure proper procedures are being followed by Fashion Consultants
NDEZ
(Product knowledge, Promotions & Discounts, Account Handling & Notation, and Membership Cancellations)
. Portray a positive and professional attitude and image always to promote the best possible working environment
. Facilitate learning experiences that equip new and long-term agents to excel in their work environments through expert coaching Conduct quality call evaluation for agents who have the need to improve their Stella Connect/MSAT scores
. Mentor, coach and motivate agents towards high productivity, performance, and member satisfaction
. Provide coaching, advice and guidance based on the call evaluation findings, and deliver performance feedback to agents as per the accepted business unit best practices
. Pull calls, agent stats and create reports and coaching plans
. Identify emerging trends and analysis of team and process opportunity areas leading to improved customers experience & recommend change to achieve team goals
TEAM POC- VOICE for TECHSTYLE FASHION GROUP
Offsourcing Phils. Inc - April 2015 - June 2016
. Provide assistance and support to newbies/tenured
. Assist team lead with teammates attendance and OT tracker
. Provide sup chat when no TS is available.
. Ensure that refunds and other request are process real time
CUSTOMER SERVICE REPRESENTATIVE (VOICE) TECHSTYLE FASHION GROUP
Offsourcing Phils. Inc. October 2014 – June 2016
. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
. Maintained up-to-date knowledge of product and service changes.
. Became part of an Fabletics Australia Team handpicked by clients and took calls for the company’s 4 brands
CUSTOMER REPRESENTATIVE (VOICE) AT&T BILLING
IBEX Global March 2014 – October 2014
. Provides first line knowledge in terms of billing and promotions.
. Build good relationship and respect by providing great customer services.
. Upsell products and services according to what members need.
TECHNICAL SUPPORT REPRESENTATIVE (VOICE) AVG ANTI-VIRUS
Sutherland Global Services Phils. Inc. August 2012 – March 2014
. Identified and solved technical issues with a variety of diagnostic tools.
. Resolved customer issues in a clear, courteous, and straightforward manner.
. Demonstrated professionalism and courtesy with customers always.
. Handled inbound calls from Norton clients on installing/updating/troubleshooting their security software,
. identifying the main problem and providing step by step instructions as well as remote access to help the customers resolve the problem.
Education
. Bachelor of Arts - ENGLISH
Holy Cross of Davao College - November 2010 – October 2012
. Bachelor of Arts – Mass Communication
Ateneo de Davao University – June 2010 November 2010
. Medical Laboratory Science (Medtech)
San Pedro College June 2008 – June 2010
Secondary Education
. Daniel R. Aguinaldo National High School 2004 – 2008
Primary Education
. Leon A. Garcia Sr. Elementary School 1998 - 2004
