Arjie Macalalad

Arjie Macalalad Customer Service Expert - ·-· Angono, Rizal WORK EXPERIENCE Sports Nutrition and Wellness Company May 2022– Present Microsourcing Philippines Dec 2020- Dec 2023 Day1 unlimited June 2020- Dec 2020 TDCX Nov 2016- May 2020 Customer Support Specialist Managing day-to-day customer service activities Resolving customer inquiries and complaints in a timely manner Process orders, refunds, returns and chargebacks Maintaining accurate records and documenting all customer service activities and discussions. Moderating comments on social media and reviews on website Customer Support Associate Assist in handling daily operations (SMS, Chat, Email, Phone Inquiries) Managing complaints and disputes Coordinating schedules with cleaners, NDIA/NDIS Support worker and clients Inbound Sales Administrative tasks Onboarding of new cleaners Virtual Assistant Outbound calls Email outreach Research Data Entry Resolutions Specialist Resolving customer complaints Responsible in mediating with both parties involved Preparing documents and reports Analyzing review dispute Collaborating with the management team Delivering exceptional customer service WNS Oct 2014-Nov 2016 Teletech May 2013- Sept 2013 Sitel Apr 2012- Apr 2013 Telus Oct 2009- Mar 2012 TREC Pacific Sept 2006- Feb 2007 Customer Service Associate Outbound calls Verify and process payment Data verification Technical Support Representative Handling customer technical support cases through phone and email submission assistants Diagnosing hardware and software faults Customer Service Representative Book flights over the phone using flightspeed Escalate questions and requests to appropriate departments or persons following the guidelines provided Respond to customer inquiries and requests via telephone Ensure customer satisfaction and provide professional customer support Resolutions Specialist Ensuring all calls are transferred to the correct department Keep records of customer interactions, process customer accounts and file documents Chat Sales Support Data entry Inbound Sales/Customer Service Representative Inbound sales Foster positive customer relationships Provide correct details to customer queries EDUCATION University of Rizal System AB Public Administration - SKILLS TOOLS Customer Service Gorgias Commslayer Order Fulfillment Shopify Smartrr Social Media Management Zendesk Slack Email and call management Google Workspace