John Ramir Jumawan

CUSTOMER SERVICE REPRESENTATIVE (Multi-Skilled)

Concentrix – Bacolod City, Negros Occidental

May 2019 – Present

As a multi-skilled Customer Service Representative for high-volume Telco, Cable, Internet, and Landline accounts, I consistently delivered outstanding customer support across voice and chat channels while adapting to a fast-paced and constantly evolving work environment. My role required a combination of technical proficiency, analytical thinking, communication expertise, and strong customer relationship management. Key responsibilities and accomplishments include:

• Diagnosed and resolved connectivity, hardware, and service-related issues for internet, cable, landline, and mobile services with high accuracy and efficiency.
• Guided customers through step-by-step troubleshooting procedures, ensuring clear communication even for non-technical users.
• Collaborated with backend teams when necessary to escalate service outages or advanced technical concerns while maintaining ownership of the customer issue.

• Handled complex customer concerns including potential cancellations, billing disputes, and service dissatisfaction.
• Applied strong negotiation skills and empathy to retain customers by identifying root causes, offering tailored solutions, and restoring customer trust.
• Reduced churn by consistently de-escalating high-stress situations and turning negative experiences into resolved, positive interactions.

• Processed new service orders, service upgrades, plan changes, and account updates with strict accuracy to avoid service interruptions.
• Addressed billing inquiries, corrected discrepancies, explained charges clearly, and ensured customers understood their plan details.
• Managed sensitive customer data while adhering to company policies and data privacy standards.

• Identified customer needs and proactively positioned relevant products, add-ons, and service upgrades.
• Successfully achieved and exceeded sales metrics by presenting value-driven solutions and maintaining a customer-focused approach.
• Strengthened customer loyalty and increased company revenue through strategic upselling techniques.

• Maintained consistent high scores in CSAT, Quality Assurance, and First-Call Resolution (FCR).
• Delivered professional, patient, and empathetic service, adapting tone and communication style to various customer personalities.
• Received positive feedback from customers, peers, and leadership for reliability, adaptability, and collaborative team spirit.

• Served as a dependable team member by mentoring new hires, sharing troubleshooting techniques, and supporting team goals.
• Contributed to a positive and productive work culture by assisting teammates during high-volume periods.
• Demonstrated versatility and willingness to handle multiple skill queues and tasks based on business needs.