Harold Jayson Villapando

Harold C. Villapando 363 C. Garcia Street City Subdivision, Barangay I-B San Pablo City, 4000 Laguna, Philippines -- CAREER PROFILE I am a seasoned Customer Service Specialist, who specializes in customer satisfaction. I have been in the customer service industry for more than 11 years. My illustrious customer service career has been with Ford Motor Company, a multinational, industry-leader in the manufacturing of automobiles. I have satisfied and retained a great number of customers by resolving their complicated concerns and by professionally addressing their inquiries. With more than a decade of customer service experience, I was able to develop proficiency in precisely identifying customers’ desires and pain points. I have mastered the arts of crafting email responses and creating phone scripts that are personalized and at the same time professional, which are essential in making a positive connection that results into customer satisfaction and retention. CAREER HIGHLIGHTS • 5-time Employee of the Year / Most Valuable Player Awardee o I have been awarded with this on multiple occasions for meeting and exceeding our company’s metrics. Included in the metrics are Quality Assurance audits for email responses and phone recordings, Customer Satisfaction ratings, Average Handling Time, and Reliability scores. • Increased the customer satisfaction rate by eliminating robotic email templates o I was able to revolutionize our process by sending out email responses that are personalized and directed towards what the customers are actually looking for. • Increased the productivity of colleagues by serving as their Subject Matter Expert o I have handled this role a couple of times, where I have guided newbies about the proper customer handling procedures. I was able to give them techniques and best practices that made their job much simpler. • Reduction of pending tasks by acting as the next level of support o I was promoted to Tier 2 or Level 2 Specialist, where I was able to handle situations that needed escalations or managerial requests from customers. PROFESSIONAL EXPERIENCE FORD MOTOR COMPANY May 2006 to August 2017 A multinational company that has established itself as an authority and industry-leader in large-scale manufacturing of automobiles. A company that is committed to make better products and a better environment. Customer Service Specialist – Email Division • • • Addressed at least 29 customer-inquiry emails per day Documented all the necessary vehicle concerns and dealership feedback from customers Resolved at least 11 lengthy customer-concern emails per day, detailing their complaints and vehicle concerns Tier 2 Customer Service Specialist – Email Division • • • • • Increased email productivity by 21% by collating the FAQ’s from customers Increased the customer satisfaction ratings by crafting personalized email responses Reduced the email volume in the queue by applying First Contact Resolution Supported supervisors by taking escalated calls, so that they can accomplish other administrative tasks Utilized my capability as a multi-skilled agent by being assigned to perform either email or phone support Tier 2 Customer Service Specialist – Recall Division • • • • Resolved at least 23 customer inbound calls per day pertaining to recalled components on Ford, Lincoln and Mercury vehicles Increased customer retention by helping customers to get their free repairs at Ford dealerships Increased customer satisfaction by helping customers to locate the nearest Ford dealerships in their area Reduced the call volume in the queue by addressing customer calls in an efficient manner EDUCATION LAGUNA COLLEGE, 2002 to 2006 Bachelor of Science, Accountancy