Donato Alfaro

DONATO ALFARO Bacolor Pampanga PH • - •-https://tinyurl.com/mnh65jky SUMMARY Customer service professional with experience in both voice and non-voice support across different industries. Skilled in handling customer inquiries, order processing, claims resolution, and payment collection for delinquent accounts. Also experienced in setting up payment arrangements to help customers manage their balances. Comfortable mentoring new hires, coaching team members, and supporting overall performance improvements. Proficient in CRM tools, Microsoft Office, and various communication platforms. Known for being adaptable, solving problems quickly, and consistently keeping customers satisfied. WORK EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE (EMAIL SUPPORT) - Office Beacon LLC (E-COMMERCE) August 2022 - Present Provide comprehensive email support for a B2B outsourcing company, addressing client concerns and resolving issues across various e-commerce platforms and industries. Assist customers with a wide range of order-related inquiries, including product availability, order status, shipment tracking, and order cancellations, ensuring accurate and prompt resolutions. Process refund and replacement claims with efficiency and attention to detail, following company policies and client guidelines to minimize errors and improve turnaround time. Ensure all customer interactions are handled professionally and in a timely manner, meeting service level agreements (SLAs) and maintaining a consistent brand voice. Maintain high levels of customer satisfaction by communicating clearly and empathetically, building rapport, and effectively managing customer expectations. MENTOR / CUSTOMER EXPERIENCE AGENT - Alorica Clark (TELCO) June 2021 - September 2022 Trained and mentored new hires on product knowledge, customer service best practices, and effective communication techniques to ensure they are well-prepared for client interactions and support responsibilities. Conducted regular coaching sessions to enhance agent performance, focusing on key areas such as customer empathy, problem-solving skills, and adherence to company policies. Assisted in resolving escalated customer complaints by providing guidance, troubleshooting solutions, and offering timely resolutions, ensuring customer satisfaction even in challenging situations. Monitored agent performance through call reviews, metrics tracking, and direct observation, offering constructive feedback and actionable insights to improve service quality and efficiency. Ensured compliance with quality assurance standards and customer service protocols by regularly reviewing performance against established benchmarks, identifying areas for improvement, and implementing corrective actions when necessary. Managed payment collection for delinquent accounts by negotiating payment arrangements, setting up installment plans, and providing guidance to help customers stay current on their bills. TEAMMATE (CHAT SUPPORT) - TaskUs Philippines (FOOD DELIVERY) January 2021 - May 2021 Provided efficient and friendly chat support for a food delivery service, addressing rider and driver inquiries, resolving issues, and ensuring a smooth customer experience from start to finish. Assisted riders and drivers with a variety of order-related concerns, including troubleshooting delivery issues, addressing route problems, and providing real-time solutions to minimize delays. Resolved disputes concerning delayed or incorrect deliveries by investigating the root cause, offering solutions, and liaising with both drivers and customers to ensure satisfaction. Coordinated effectively with merchants, riders, and customers to provide accurate order updates, including delays, substitutions, and special requests, maintaining transparency throughout the process. Maintained optimal chat response times and ensured adherence to service level agreements (SLAs), consistently meeting performance metrics for speed and quality of service. WORK EXPERIENCE ACCOUNT ASSOCIATE (VOICE SUPPORT) - VXI Global Holdings (TELCO) March 2019 - August 2020 Provided comprehensive customer support for a major U.S. postpaid and entertainment provider, assisting customers with various inquiries related to their service plans and account details. Addressed billing inquiries for bundled services, including reviewing charges, explaining billing statements, and helping customers resolve discrepancies or concerns related to their accounts. Handled minor technical troubleshooting for issues related to network connectivity, device configurations, and service interruptions, ensuring prompt resolution and minimal disruption to service. Explained service plans, features, and upgrade options to customers, offering tailored recommendations based on their usage patterns and preferences to enhance their overall experience and satisfaction. Ensured a seamless and positive customer experience through clear, empathetic, and professional communication, effectively managing customer expectations and providing timely solutions. Managed payment collection for delinquent accounts by negotiating payment arrangements, setting up installment plans, and providing guidance to help customers stay current on their bills. CUSTOMER SERVICE REPRESENTATIVE (VOICE SUPPORT) - Sutherland Global - Clark (E-COMMERCE) September 2016 - December 2016 Managed inbound calls for a U.S.-based online shopping platform, addressing a wide range of customer inquiries and providing prompt and effective solutions. Assisted customers with order tracking, modifications, and cancellations, ensuring that all requests were handled accurately and in line with company policies. Processed refund and replacement requests in a timely manner, following established procedures to ensure compliance and customer satisfaction. Maintained high levels of customer satisfaction by delivering clear, empathetic support and resolving issues efficiently, contributing to positive customer experiences and repeat business. Efficiently handled escalated concerns and complex customer issues, providing quick resolutions and deescalating situations to ensure customer retention and loyalty. ESL TEACHER / TUTOR - Global Standard English Language School (EDUCATION) December 2015 - March 2019 Taught English to a diverse group of Asian students in a structured classroom setting, adapting lessons to meet individual and group needs for optimal learning. Designed customized lesson plans based on student proficiency levels, ensuring that lessons were both challenging and achievable, fostering continuous improvement in language skills. Conducted both one-on-one and group learning sessions, tailoring instruction to each student’s learning style and needs while maintaining an inclusive and supportive environment. Evaluated student progress through regular assessments, offering constructive feedback to highlight strengths and areas for improvement, and motivating students to take ownership of their learning. Created an engaging and interactive learning environment by incorporating a variety of teaching tools, multimedia resources, and real-world examples to maintain student interest and encourage active participation. ADDITIONAL INFORMATION Education: Completed coursework in Computer Science Soft Skills: Customer Service & Support, Customer Satisfaction & Experience, Problem-Solving & Critical Thinking, Coaching & Mentoring, Sales & Communication, Appointment Setting & Multitasking Technical Skills: CRM Software, Microsoft Office (Word, Excel, PowerPoint), Google Sheets & Google Suite, RingCentral, Amazon Seller Central, VDI & Softphones, Other Communication Software Languages: English (5/5), Filipino (5/5) Certifications: Direct Message and Appointment Setting Program (Spartan’s Setters Academy) PROFESSIONAL REFERENCE Available upon request. Donato Alfaro