Matthew Pajanostan

Dedicated and Results-Driven Customer Service Professional

With 15 years of experience across various domains, I excel in sales, customer retention, complaints resolution, and technical support. I am adept at using CRM systems and tools to enhance customer interactions and am committed to internalizing organizational goals and applying best practices to achieve outstanding results.

Key Strengths:

• Goal-Oriented: Internalize organizational goals and apply best practices to attain them.
• Customer Complaint Management: Successfully managed escalated customer complaints, ensuring timely resolution and maintaining customer satisfaction.
• Cross-Functional Collaboration: Collaborated with cross-functional teams to improve processes and address recurring issues.
• Industry Expertise: Handled complaints escalated to the Telecommunication Industry Ombudsman of Australia.
• Ethical Training: Completed training in ethical complaint handling through the Society of Consumer Affairs Professionals in Business.
• Leadership: Led a team that provides comprehensive customer support (sales, faults, simplex complaints, and service).

Professional Experience:

• Complaints/Escalation Manager | Telstra (March 2017 - Present)
• Successfully managed escalated customer complaints, ensuring timely resolution and maintaining customer satisfaction.
• Collaborated with cross-functional teams to improve processes and address recurring issues.
• Handled complaints escalated to the Telecommunication Industry Ombudsman of Australia.
• Completed training in ethical complaint handling through the Society of Consumer Affairs Professionals in Business.
• Billing Specialist | TeleTech Philippines (March 2012 - March 2017)
• Excelled in billing inquiries and sales support, contributing to revenue growth.
• Leveraged CRM tools to track customer interactions and optimize sales processes.
• Provided technical support troubleshooting for both mobile and broadband services.
• Customer Service Representative | Qualfon (October 2010 - August 2011)
• Provided customer service, billing, and sales support.
• Troubleshoot mobile coverage, SIM card, and hardware issues.
• Handled customer retention and complaints.

Skills and Attributes:

• Communication: Developed strong communication skills through years of customer service experience.
• Problem-Solving: Quickly analyze issues and determine the best course of action.
• Attention to Detail: Fast learner with a keen eye for detail.
• Positive Attitude: See solutions in every problem and help grow brands by taking care of customers.