Michael Angelo D. Relato

Michael Angelo Relato Zone 3, Igualdad Interior Naga City, Cam Sur, 4400 Mobile: -- Customer Service Rep / 3 Years’ Experience in Call Center Companies Polished, professional customer service rep offering:  Three years of experience providing customer support in busy call center environments for healthcare and insurance industry employers.  An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.  Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Experience Freelance Customer Service Representative 7/2015-6/2017, Online Consultant Call Center Company, Bacoor, Cavite Handle customer inquiries, complaints, payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design bestoption solutions. Interface daily with internal partners in accounting, field services, operations and consumer affairs. Key Accomplishments:  Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).  Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.  Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.  Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Outbound Sales Agent 1/2015-7/2015, BD BPO Solutions, Inc., Triangulo, Naga City Making sales calls, handle customer inquiries, complaints. Calm angry customer, repair trust, builds rapport, locate resources for problem resolution and design bestoption solutions Used consultative selling techniques to generate more sales in the company. Key Accomplishments: Recognized as “Top Sales Agent” for 3-consecutive months. Ranking was  based on accuracy, customer service, consistently met sales target, duration of calls and availability.  Helped company attain the highest sales ratings (as determined by external auditors) Education 4/2010-6/2013, Bicol State College of Applied Sciences & Technology, BS in Electrical Engineering, Peñafrancia Avenue, Naga City  Active Officer of Institute of Integrated Electrical Engineers Skills Skill Name Last Used/Experience Customer Service Skill Level Expert Dispute Resolution Expert Currently used/3 years Sales Lead Generation Expert Currently used/3 years Data Entry Expert Currently used/3 years MS Word and Excel Intermediate Currently used/3 years Currently used/3 years