Roselyn Serafica Logan

Roselyn Serafica Logan 204 99 Sauyo Quezon City Metro Manila - loganroselyn3@gmail. com Personal Summary Engaging and patient customer service professional with 5 years of experience responding to all types of customer inquiries. In previous roles maintained a customer retention rate 45% above company average and received 99% positive customer survey results. SKILLS AND RESPONSIBILITIES ● ● ● ● Customer service Handling and influencing people Deals directly with clients Training people about products and processes ● ● Resolution-driven Goal-oriented EDUCATION Colegio De Sta. Teresa De Avila Inc. ● Bachelor of Secondary Education major in Mathematics Sy- EXPERIENCE Concentrix ​— ​ Customer Service Representative March 2019 -December 2020 ● ● ● ● ● Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Accommodated wide-ranging customer experience levels by adjusting technical support strategies. Diagnosed and resolved technical hardware and software issues. Boosted revenue by upselling and cross-selling value-added products and services to callers. Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees. Transcom worldwide ​— Technical Support Representative October 2016 - January 2019 ● ● ● ● ● ● Investigated and resolved customer concerns related to order inquiries and delivery tracking. Maximized satisfaction by anticipating needs and consistently offering expert support. Processed refunds, exchanges, and company credits for customers that facing issues such as damage product or if the product did not meet their expectation, Protected customer and company information with strict use of established security procedures. Answered more than 30 inbound calls each day to handle various concerns, set appointments, and close sales. Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions. SM Mart Inc. ​— Sales Clerk January 2015 - August 2015 ● ● ● Maintained well-stocked displays by checking merchandise multiple times per day and coordinating timely replenishment. Increased revenue through suggestive selling of related products and services. Assisted customers with diverse needs using strong service, communication, and problem-solving skills.