Christine Gonzales

CSR from an International BPO/call center CHRISTINE LAJARA GONZALES Experienced handling customer complaints, provide appropriate solutions Customer Service Representative *-'- 106A Purok 2, Brgy. Rizal, Lipa City, Batangas and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers. EDUCATION WORK EXPERIENCE Bachelor of Science in Nursing Universtiy of Batangas 2014 - 2018 Batangas City, Batangas Customer Service Representative SKILLS •Excellent verbal and written communication 100 •Detail-oriented 100 •Typing speed of 40-45 wpm with 95% accuracy 100 •MS Office 95 •Ability to Work under pressure 100 •Multitasking 95 •Excellent Listening skills 98 •Problem-solving 95 •Proactive mindset 95 •Digital literacy 95 •Tech proficiency 98 •Efficiency 98 •Adaptability 98 SIMPLEMENU Mar 2023 - April 2024 Lipa City, Batangas, Batangas •Receives inbound and outbound calls, handling online ordering issue •Been a Team Lead •Provides accurate and timely responses for inquiries coming through email and live chat support channels •Performs data and research functions providing support through known basic troubleshooting techniques •Manages and resolves customer complaints, identify and escalate priority issues and route calls to the appropriate resource, when necessary •Documents all information on customer interaction according to standard operating procedures Customer Service Representative CONCENTRIX Dec 2021 - Feb. 2023 Nuvali Boulevard, Santa Rosa, Laguna •Handled American telecommunication account via inbound calls, outbound calls, or through the internet •Assisted customers using a call flow guide to answer questions and solve problems •Track, document, and retrieve information in databases •Invest in customers’ success by offering additional products and/or services •Been part as TSR for telecommuntication account, performed basic troubleshooting on basic mobile devices and their connections Customer Service Representative ALORICA May 2019 - Nov. 2021 SM City Lipa, Lipa City, Batangas •Handled two accounts: food delivery and online shopping accounts •Talks to customers over the phone to resolve their questions or concerns •Maintains and updates customer information as necessary •Calmly attempts to resolve and de-escalate any issues •Responds to requests for assistance •Tracks call/chat-related information for auditing and reporting purposes •Was given a recognition as a monthly best performer and was complimented with good attendance behavior CHARACTER REFERENCE Sophia Bulalacao Contact #: - HR/Admin Hazel Caya Contact #: - Colleague Alvin Alfonso Contact #: - Supervisor