Omar Dio Mapiguid

OMAR DIO R. MAPIGUID CONTACT-- PROFILE I am an experienced customer service rep with a passion for helping customers. I have extensive experience in the industry, including more than 6 years working in different companies as document reviewer, customer service rep, EDUCATION HIGH SCHOOL DCNHS- COLLEGE ACLC and as content moderator and was promoted as subject matter expert. What I do is make sure all the information is accurate so that the project's or program's deliverables will adhere to the guidelines, standards, and best practices. I also do daily end of the day report with the summary of task completed. I am highly organized, detail-oriented, and have good communication skills. WEB DEVELOPMENT PROGRAMMING COMPUTER GRAPHICS AND WORK EXPERIENCE ANIMATION- ALORICA DAVAO DOCU M E N T REVIEWE R June 2017 to July 2019 UNIVERSITY OF MINDANAO Review documents HOTEL AND RESTAURANT Keen to details making sure that insurance is up to date MANAGEMENT - SKILLS Communication skills Approving important documents for a car company Double checking fraudulent documents before approving. AWESOME OS CSR - CUSTOMER SERVICE REP. July 2019- November 2021 Problem-solving skills Providing customer support Organization and time Resolving complaints management skills Maintaining solid customer relationships Adaptability Checking product or service availability Flexibility Leadership Team work Answering chats, emails, support tickets Responding promptly to customer inquiries Feedback collection Fulfilling customer requests Upsells to customers as necessary Processing orders and transactions Communicating with customers through various channels Assisting customers with refunds or cancellations Answering questions Updating customer records welcoming and assisting customers Handling customer returns Investigate complaints and update accounts CONCENTRIX CONTENT MODERATOR. December 2021- February 2024 Content moderation policies Handle reports of inappropriate content Following guidelines for consistent moderation Regulatory compliance Understanding client policies CONCENTRIX SUBJECT MATTER EXPERT March 2024- Present Provide floor support, learning sessions, coaching & feedback to agents. Assist in driving metrics of the team. Monitor closure of service levels regularly. Ensure prompt escalations to team leader . Supervises team in the absence of the team leader. Monitor performance and quality scores of the team. Provide insight based on side by side observation. CHARACTER REFERENCE Alvein sheen Catalan Manager concentrix- Joy Santiago Senior operations manager concentrix- AIren Osip Operations manager concentrix-