Randy Mae Laxamana

RANDY MAE LAXAMANA C U S T O M E R S E R V I C E R E P R E S E N T A T I V E CONTACT ABOUT MAE I am an Experienced Customer Service representative with a --www.facebook.com/randyghorl CERTIFICATION Social Media Management & Marketing Elevate Tutoring PH SEO Certified Hubspot Academy Google Ads for Beginners Coursera.Org Introduction to CRM - HUBSPOT Coursera.Org Certificate of Customer Advocacy Group SPRINT Certificate of Excellence in Leadership SPRINT SKILLS PROFESSIONAL Time management & verifiable track record of resolving complex issues quickly and winning customer loyalty. I'm confident in my ability to make anything I put my mind to success. EXPERIENCE Customer Care Representative | Ups International Inc. September 2020 Acts as a logistics specialist making sure that the most effective way of transportation of goods is utilized for customers. Provide all costs, carrier storage, documentation requirements Scheduling pick-ups and also forwarding information to terminal personnel about the shipment. Tracking the shipment for the customer Providing information about the bill, also helps customer to dispute a certain charge if necessary. Customer Service representative | Task Us September 2018 - May 2020 Resolve customer complaints via phone, email, mail, or social media. Use telephones to reach out to customers and verify account information. Greet customers warmly and ascertain problem or reason for calling. Cancel or upgrade accounts. Assist with placement of orders, refunds, or exchanges Flexibility Sales Associate | Convergys/ Concentrix Problem solving Applying the AT&T Sales approach during phone times and in class March 2017 - September 2018 Interact with the customers to provide information in response to Communication real time technical inquires, concerns, and requests about products and services Creativity Organize ideas and communicate oral message appropriate to Leadership listeners and situations Quick learner Gather customers information and determine the issue by evaluating Empathy Ability Offer alternative solutions where appropriate with the objective of and analyzing the symptoms Situation Evaluation & retraining customers and clients Accurately process and record call transactions using computer and designated tracking software. Attentiveness Follow up and make sure scheduled call backs to customer. APPS & TOOLS Microsoft & Google Social Media Management Tools CANVA COMMUNICATION (Skype, Zoom, Slack, etc.) Email & Chat Software Tools INTERESTS Customer Service representative/ Resolution Supervisor Iqor September 2015 - February 2017 As an agent: Work directly with customers to take their orders, answering inquiries, and providing technical solutions Process order using computer programs and data base systems Providing customer service over the phone ( i.e. Tracking order statuses, modifications, cancelations etc.) As Resolution Supervisor: Ensuring that every agent is well prepared to take calls and answering agent’s questions regarding best practices or difficult calls Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action, if necessary. Preparing report and analyzing data to assist management as they determine call center goal Taking escalation calls from agents who needs help Customer Service Representative INTERNET EAT SLEEP BINGE WATCH Sutherland Global Services August 2014 - August 2015 Speaking directly with customers to help them EDUCATION with their personal account ALTERNATIVE LEARNING SYSTEM High School Graduate 2014 landlines, cell phones, and tv services Process new orders for broadband internet, Setting proper expectations for new term and conditions or with any changes made on the account Explaining bills and charges in detail Providing one time resolution to all concerns and issues