Rufa Celeste Biliran

Rufa Celeste Biliran ⟟ Santolan, Pasig City ✉-✆-  Summary Dynamic Customer Service Professional with over 10 years of experience in delivering exceptional support across various industries. Expertise lies in understanding customer needs and resolving issues with precision, ensuring a seamless experience. Education Asian College of Science and Technology Dumaguete City Bachelor of Science in Information Technology2009 – 2013 Experience TALENTPOP OCT 2021 - JULY 2025      CUSTOMER SERVICE AGENT • Provided primary customer support to internal and external customers. • Updated account information to maintain customer records. • Answered customer telephone calls promptly to avoid on-hold wait times. • Offered advice and assistance to customers, paying attention to special needs or wants. • Responded to customer requests for products, services, and company information. Amazon Operation Services Philippines, Inc JAN 2019 – AUG 2020      CUSTOMER SERVICE ASSOCIATE • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Developed and actualized customer service initiatives to decrease wait times. • Helped large volume of customers every day with positive attitude and focus on customer satisfaction. • Responded to customer calls and emails to answer questions about products and services TELEPERFORMANCEJUNE 2017 – DEC 2018      BANK CUSTOMER SERVICE REPRESENTATIVE • Trained and mentored new banking personnel on customer service strategies, supporting group performance goals. • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts. • Reviewed information in customer accounts and made recommendations for new products and services. • Monitored transactions for compliance with regulations and identified supervisor of discrepancies. SPI GLOBAL INCORPORATEDJAN 2016 – MAR 2017      CHAT SUPPORT SPECIALIST • Developed exemplary writing skills through continued correspondence with upwards of at least 50 customers per day. • Trained new team members on live chat procedures and customer service protocols. • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action. • Documented all customer information accurately in computer system, providing dated notes for future reference. • Worked closely with each customer to carefully resolve issues within timely fashion. • Responded to customer inquiries and provided accurate information about products and services via live chat. . CONVERGYSAUG 2014 – NOV 2015      CUSTOMER SERVICE REPRESENTATIVE • Responded to customer requests for products, services, and company information. • Answered customer telephone calls promptly to avoid on-hold wait times. • Updated account information to maintain customer records. • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Offered advice and assistance to customers, paying attention to special needs or wants. • Handled customer inquiries and suggestions courteously and professionally. Tools / Application • Gorgias • Shopify • ShipHero • Aircall • Hubstaff • Slack • Microsoft Office • Google Calendar • CRM Skills • Ability to determine the needs of the customer and investigate current issues in order to offer strategic solutions that will best meet those needs while making sure that any misunderstandings are cleared up. • To ensure first contact resolution and effective follow-up with services. • Ability to work accurately and pay attention to details. • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures Reference Nicolai Joel Patricio TalentPOP Team Lead-