Laurence Salvador

Laurence S. Salvador 177 Fort Santiago Brgy. Sto Cristo Quezon City Philippines 1105 •-•-Skype: lau.salvador86 CALL CENTER REPRESENTATIVE Performance Profile: Upbeat courteous, customer service oriented and highly persuasive with 8+ years of experience in call center settings. Well-spoken and outgoing team player equipped with effective problem solving skills, accustomed to working professionally and efficiently in team oriented, fast paced environments. Demonstrated telephone etiquette along with proven listening skills and strong attention to detail. Bilingual: English/Spanish. CORE COMPETENCIES – Quick Response – Call Forwarding – Database Management – Troubleshooting – Data Entry – Client Registration – Technical/Customer Support – Data Updating – Billing And Order Processing – PC Proficient – Compliant Processing – Departmental Coordination KEY ACCOMPLISHMENTS • Attained a 97% customer satisfaction level through demonstration of highly effective query response and problem resolution strategies • Streamlined the calls forwarding mechanism and synchronized various customer databases to reduce average call processing time by 5 minutes • Earned the ‘Best Call Center Representative Award’ twice in a row PROFESSIONAL EXPERIENCE Upwork Online Customer Service (Homebased) • Attracts potential customers by answering product and service questions; suggesting information about other products and services. • Resolves 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. • Leads generation • Admin task Sellbytel Sdn Bhd, Kuala Lumpur Malaysia Tele-profiler (Microsoft) • Outbound calls gathering information • Offering Office 360 for volume licensing • Leads generation • Admin task Telus Philippines, Quezon City, Philippines Call Center Team Leader (Dell.com) • Conduct analysis and recommend suitable solutions to real time performance issues • Performed regular audit and evaluate the quality of customer services being delivered and issue periodic reports on the same • Manage a team with minimum of 20 agents • Monthly team performance and agent’s performance appraisal Stellar Global Solutions Philippines, Quezon City, Philippines Senior Customer Services Representative (411 Bell Canada) • Responded to client calls and provided instructions for troubleshooting • Forwarded client complains to the concerned departments • Provided technical and analytical support at the call center ePLDT Ventus, Makati City, Philippines Customer Service Escalation Team (Dish Network USA) • Handle escalated calls/supervisor call • Basic troubleshooting for loss signal, tv connection, cable errors • Inbound customer service for Dish Network USA EDUCATION OUR LADY OF FATIMA UNIVERSITY, Quezon City, Philippines, 2004 Bachelor of Science in Nursing TECHNICAL STRENGTHS • Proficient in MS Excel, word and various database management applications • Proven ability to learn and operate software applications quickly