Reyca Bagiohanon

Reyca Bagiohanon Client Support Expert CONTACT PROFILE With over a decade of customer service experience, I have developed strong - communication and problem-solving skills that consistently improve customer - paced environments while maintaining a positive and professional customer satisfaction and retention. Proven ability to manage high inquiry volumes in fastexperience. www.linkedin.com/in/rb-0296a8329 WORK EXPERIENCE Skype ID: aicha.bagiohanon Full Potential Solutions - Technical Support Tier 2 - Frontier Communications Davao City, Philippines EDUCATION Internet College of Science and Technology Bachelor of Science in Information Technology Completed in 2015 SKILL Management Skills People Skills Strong Work Ethics Customer Satisfaction Focus Technical Proficiency AWARDS Nov 2016 | Teleperformance Top 1 Agent of the Month August 2024 | Full Potential Solutions Top 1 Support of Month March 2025 | Full Potential Solutions Top 3 Support of Month May 2021 – Present Assisted US-based Frontier Communication consumers by utilizing PEGA CRM and related tools. Handled chronic callers and managed escalated inbound and outbound phone calls, ensuring prompt and effective resolution of customer issues. Provided Level 1 technical support through chat communication, offering timely assistance and guidance. Additionally, prepared and sent emails for back-office reports and updates, maintaining clear and consistent communication. Performed various administrative tasks, including gathering and analyzing data to identify opportunities for agent performance improvement and to support strategic planning initiatives. VXI Global Holdings (Jan 2020 - Apr 2021 ) and Sutherland Global Services (Aug 2019 - Dec 2019) - Customer Service Associate - AT&T Aug 2019 - Apr 2021 Assisted AT&T US-based consumers with billing concerns and general inquiries through inbound calls by utilizing ORACLE CRM, Telegence, and more than 20 different tools, providing assistance and resolving issues efficiently. Additionally, I performed proactive upselling by offering and processing additional products and services, ensuring customer needs were met while generating sales opportunities. Teleperformance - Technical Support Representative - Vodafone New Zealand Feb 2016 - Aug 2019 Assisted Vodafone New Zealand-based consumers by providing troubleshooting assistance for technical issues using nearly 10 different tools related to Vodafone New Zealand’s products and services, helping customers resolve problems efficiently. Additionally, I assisted customers with setting up, configuring, and using various email platforms to ensure they could utilize these services effectively. Teleperformance - Chat/Email Representative - ZALORA Philippines and Australia Oct 2015 - Jan 2016 Assisted Australia- and Philippines-based consumers through chat and email by utilizing Zendesk CRM and four other tools to address inquiries related to products, orders, and account issues. Resolved customer complaints and concerns by offering solutions related to returns, exchanges, and shipping. Assisted with order tracking, payment issues, and product availability. Collaborated with other departments (such as logistics and warehouse teams) via email to ensure seamless customer experiences. REFERENCES Krizel Bagohin Sammy Elle Noel Uy Business Analyst Operations Manager Phone:- Email :- Phone: Email : --