Jhermel Seraus

Jhermel S. Seraus 98 Salomague Paniqui, Tarlac Contact No:- Email-address- High skilled customer service representative with 3 years experience in a fast-paced BPO environment. Skill Highlights Knowledgeable in MS Windows (Office, Outlook, Excel, PowerPoint, Access etc.,) Strong Interpersonal Skills Vast Idea in different Operating System Daily Invoicing, Credit Card processing and Billing services Organized and diligent with excellent written oral and interpersonal communication skills. Goal-Oriented focus Research and Analysis Strong phone contact handling skills and active listening Ability to multi-task effectively Work Experience T-Mobile (Mobility Customer Care & Home Internet Sales) iQor Philippines SM City Clark September 15, 2020 - Present Job Description Excellent salesmanship and ability to close a deal Assisted customers with concerns and questions about their account, devices and services Offer services and products that would benefit the customer in using their phone with T-Mobile. Build rapport with tenured customers by acknowledging their loyalty as customers and showing concern for their questions no matter how long they have been a customer. Partnered with upper management to create an unforgettable customer experience. Assist new customers get acclimated to service with T-Mobile. Answer and provide knowledge about their account, plan, device, due date, and monthly charge. Offer additional services that would add to their use and enjoyment of T-Mobile services and devices. Build rapport with new customers by making their transition to T-Mobile as easy as possible while making them feel like family. ISM (AT&T) SITEL TARLAC] Customer Service Representative San Miguel Tarlac February 10, 2020 to August 28,2020 Job Description Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Provides account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines. Resolves customer problems and questions via phone. Work in a multi shift environment Utilize our ticketing system to track and process requests for service. Collaborates with associates, and exercises common sense on problem resolution. Responds to customer queries using knowledge based articles, templates as well as formulating personalized responses. Exercises good judgment by involving management in resolving complex customer issues as necessary. Escalates unresolved customer issues in a timely manner and if needed. Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies. Uses the correct tools, resources and processes such as the online Knowledgebase and escalation paths. Redirect problems to appropriate resource. Accurately process and record call transactions using a computer and designated tracking software. Offer alternative solutions where appropriate with the objective of retaining customers and clients business. Follow up and make scheduled call backs to customers where necessary. Stay current with system information, changes and updates. Amazon.com US Retail Department Sutherland Global Services Customer Service Representative September 2018- December 2019 Job Description: Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Recommend potential products or services to management by collecting customer information and analyzing customer needs Prepare product or service reports by collecting and analyzing customer information Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Go the extra mile to engage customers Assist with placement of orders, refunds, or exchanges or cancel orders Take payment information and other pertinent information such as addresses and phone numbers Suggest solutions when a product malfunctions Inform customer of deals and promotions, up sell products and other services Utilize computer technology to handle high call volumes McDonalds Tarlac Highway Service Crew August 2015 to February 2017 Job Description Provided high standards of customer service during high-volume and fast-paced operations Performed transactions and cash handling for purchases made by customers Maintained positive attitude and resolved customer complaints promptly and professionally Took initiative to find extra tasks when scheduled duties were completed Educational Background College:CIT COLLEGES Bachelor of Elementary Education S.Y- High School: CIT COLLEGES S.Y- Elementary:Daet Elementary School S.Y- Personal Information: Date of Birth:August 13,1998 Age:22 Place of Birth:Quezon City Sex:Male Height:5’5” Weight:70kg Religion:Roman Catholic Citizenship:Filipino Civil Status:Single Name of Father:Jerie V. Seraus Occupation:Retired Soldier Name of Mother:Rosemarie Seraus Occupation:Housewife