Richard Merl Q. Gray

RICHARD MERL GRAY Address: Barangay Desamparados, Jaro, Iloilo City Philippines 5000 Phone: - Email:-Skype: live:therichardgray Birthday: September 21, 1994 Highly motivated and creative customer service professional with 6 years of experience in e-commerce. Track record of exceeding customer service goals in compliance with company rules and regulations. A friendly and helpful individual who can handle all kinds of situations effectively. Specialized in product support which is focused on product specifications and troubleshooting. Experience OCT 2019 – AUG 2021 CUSTOMER SUPPORT, V SHRED • Respond to customer emails and answer inquiries about fitness products • Provide chat support to customers and provide assistance in using the V Shred app • Handle and verify claims, issue refunds and replacements • Up-sell products and programs and offer promotions • Worked from 10:00 AM EST to 7:00 PM EST Monday to Friday FEB 2018 – AUGUST 2019 CUSTOMER SERVICE SUPERVISOR, PROOF BUSINESS OUTSOURCING • Record employee attendance, personal and vacation time and reported all leaves of absence on a monthly basis. • Train and coach a team of 5 representatives to deliver high standard of customer service. • Identify trends in product related issues and construct troubleshooting steps with solutions • Audit calls, emails, and chat transcripts and provide feedback • Analyze statistics and other data to determine the level of customer service performance achieved by the team and provide them the resources needed to reach their goals. • Take over escalated calls • Used Zendesk, Salesforce, Google Suite, Microsoft Office • Worked from 9:00 AM PST to 6:00 PM PST MAY 2015 – OCTOBER 2017 CUSTOMER SERVICE REPRESENTATIVE, IQOR • Frontline customer service for Walmart • Resolve customer complaints via phone, email, or chat • Assist with placement of orders, refunds, or exchanges • Handle claims and returns; answer questions about warranties • Used RightNow by Oracle and Google Suites • Worked from 11:00 AM PST to 8:00 PM PST SKILLS • Problem Solving • Strong communication • Multi-tasking • Outstanding customer service • Adaptive to change • Microsoft Office • Proficient in spoken and written English • Google Suite Apps • Adobe Photoshop • Quick-witted • Dedicated team player • Adept at learning new skills EDUCATION GRADUATED 2015 BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY, AMA COMPUTER COLLEGE ILOILO REFERENCES References are available upon request.