Ralph Albine Pabitay

- ALBINE RALPH PABITAY - ECOMMERCE CUSTOMER SPECIALIST Professional summary Over 12 years of experience working in customer service centers. Exceptional verbal communication abilities while responding to inquiries and customers' problems. Excellent problem-solving skills that contribute to satisfactorily resolving client difficulties. Strong leadership qualities that support the team's customer service professionals in achieving their objectives and maintaining a high level of quality. Experience Customer Service Specialist | Remote ResolvedCX | Feb. 2022 - Jan. 2023) Point of Contact - Takes customer service inquiries via email and chat for more than 60 tickets daily via Zendesk. Identifies solutions to resolve conflicts and ensures a high-quality customer experience. Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%. Meet or exceed customer satisfaction goals month over month. Served as the escalation point for major customer issues. Team Supervisor | On-site TechStyle Fashion Group (2013 to 2022) Supervised Call Center’s administrative processes and procedures. Monitored calls and metrics, provided feedback, coaching, and reporting on data. Audited, coached, and trained Customer Service Representatives. Participated in the recruiting and interviewing process. Lead a team of employees and managed assets under their control. Interpreted and communicated corporate and business expectations to all team members. Identified and reinforced positive behaviors through formal and informal rewards and recognition. Technical Support Specialist | On-site AT&T Uverse (2009 - 2013) Coordinated with Level 1 technical support specialists to take over calls outside their level of support. Assisted customers with more difficult technical issues regarding billing, service and etc. requiring a greater level of personalized care and greater length. Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. Onboarded and trained all incoming junior tech support specialists. Reference Johnruf Nino Nunala Operations Manager- Pinky Rose Ballos Operations Manager (Alorica DVO-