Renz Rane Jann H. Alferez

SUMMARY Customer Service Representative with 5 years of experience in phone, chat, and email who identifies customer needs and provides effective problem-solving solutions. Committed to providing high-quality customer service in order to create a positive customer experience. RENZ RANE JANN H. ALFEREZ CUSTOMER SERVICE EXPERT BACK OFFICE SPECIALIST 143-A Gladiola St., Buhangin Davao City, Philippines 8000 -- EXPERIENCE Customer Service Representative Offsourcing Philippines, Inc May 2017 – March 2018 ● Answering a high volume of inbound calls and catering to three chats at the same time of concerns and questions (Retention, Order placing and tracking, and Billing). ● Answer and manage calls in a timely manner. ● Customer Callback SKILLS • • • • • • • • • STRONG VERBAL COMMUNICATION ADMINISTRATION TIME MANAGEMENT EXTREMELY ORGANIZED SOCIAL MEDIA MANAGEMENT CUSTOMER SERVICE EMAIL MANAGEMENT DETAIL-ORIENTED DATA ENTRY Back Office Analyst Awesome OS, Davao, PH August 2018 – December 2022 ● A front-line advocate fostering two-way engagement and communication with Members and consumer affair representatives by being responsible for: ✓ KNOWLEDGABLE IN: • • • • • • MS OFFICE (Word, Excel, Powerpoint) ONLINE COMMUNICATION TOOLS (Skype, Zoom, MS Teams) OFFICE 365 GOOGLE (Gmail, Google Docs, Google Drive, Google Meet) CUSTOMER RELATIONSHIP MANAGEMENT and CUSTOMER SUPPORT TICKET SYSTEM (Zendesk, MS Teams, StellaConnect) Incontact, Genesys PureCloud, ActiveTrak, NiCE, LMS, Cerego ✓ ✓ ✓ Identifying and responding to online Member questions, inquiries and complaints against the company in online customer advocacy forums and organizations. Ability to set proper expectations on response time, quality and resolution expectations Work closely with the Member experience and Escalation Team communicating quality assurance opportunities, patterns, and/or trends as well as collaborating on appropriate solutions for advanced Member escalations Work closely with the Member experience and Escalation Team communicating quality assurance opportunities, patterns, and/or trends as well as collaborating on appropriate solutions for advanced Member escalations Monitor and respond to Member initial or follow up questions, feedback, comments and issues left on reputation management properties. Ensure the communication style and tone is properly portrayed aligning to company’s best practices EDUCATION Rizal Memorial Colleges May 2017 Bachelor of Science in Hotel and Restaurant Management