Heren Christoffer Cristales

HEREN CHRISTOFFER CRISTALES Customer Service Professional DETAILS-- Bacolod City, Philippines, SKILLS • Professional email and chat handling • Client and customer support (voice and non-voice) • Fluent written and verbal English Communication to • Time tracking (Time Doctor, Teramind, WFH Auditor) • Google Workspace (Docs, Sheets, Calendar, Gmail) • Time management and multitasking • Attention to detail • Problem-solving REFERENCE Reference available upon request SUMMARY Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. EXPERIENCE Aug 2023 — Jan 2025 Case Manager Peak Support, Manila Act as the primary point of contact for customers who have had their vehicles towed. Work with the dispatch team to ensure that all towing and vehicle retrieval requests are managed effectively and efficiently. Ensure that vehicles are towed according to company policy and local regulations. Coordinate with law enforcement or municipal authorities when needed (e.g., in cases of illegal parking or impoundment). Provide customers with information about towing fees, impound procedures, and steps for vehicle retrieval. Apr 2021 — Mar 2023 Customer Service Representative IQOR (Metro by T-Mobile), Bacolod City, Negros Occidental Handled customer inquiries via phone regarding mobile, internet, and billing issues. Provided basic troubleshooting and guided customers on device and network issues. Processed payments, service upgrades, and account changes. Recognized for delivering excellent customer service and resolving issues efficiently. Achieved performance metrics such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT). Sep 2020 — Mar 2021 Customer Service Representative Transcom, Bacolod City, Negros Occidental Resolved internet and cable issues with 90%+ First Call Resolution. Assisted with equipment setup, service activation, and remote troubleshooting. Logged all cases accurately in CRM for tracking and follow-up. Scheduled technician visits when on-site support was needed. Maintained accurate case documentation and met key support metrics. Jan 2018 — Jan 2020 Customer Service Representative PanAsiatic Solutions, Bacolod City, Negros Occidental Assisted customers with prepaid plan activations, SIM card issues, and mobile device support. Handled account inquiries, balance checks, refill transactions, and PIN issues. Resolved service interruptions, number transfers (port-ins/portouts), and device troubleshooting. Ensured compliance with FCC guidelines and identity verification procedures. Maintained high customer satisfaction, averaging 95% CSAT and exceeding daily call targets. EDUCATION 2013 — 2016 College Undergraduate in Information Technology Southland College, Kabankalan City, Negros Occidental