Stephen Saniel

Professional Summary:

I am a highly dedicated and customer-focused Customer Service Representative with nearly 4 years of experience in the Business Process Outsourcing (BPO) industry. My background includes handling high-volume inbound calls for both telecommunications (telco) and e-commerce accounts, demonstrating strong communication skills, empathy, product knowledge, and problem-solving abilities to ensure customer satisfaction and loyalty.

Experience Overview:

• Duration: Almost 4 years in the BPO sector
• Industry Focus: Telecommunications and E-commerce
• Primary Role: Inbound Customer Service Representative

Key Responsibilities:

• Inbound Call Handling: Efficiently managed a wide range of customer inquiries, concerns, and complaints, ensuring resolution in a professional and timely manner.
• Account Support (Telco): Assisted customers with telecom services such as billing inquiries, plan upgrades/downgrades, service activations, troubleshooting connectivity issues, and explaining charges.
• Account Support (E-commerce): Provided support for order tracking, product returns, refunds, payment issues, and product information, contributing to seamless online shopping experiences.
• Customer Satisfaction: Focused on first-call resolution by actively listening, empathizing with customers, and applying tailored solutions that address their specific needs.
• CRM Tools: Utilized various Customer Relationship Management (CRM) systems and proprietary tools to access customer data, log interactions, and escalate issues when necessary.
• Performance Metrics: Consistently met and exceeded key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), First Call Resolution (FCR), and Quality Assurance (QA) ratings.

Skills:

• Excellent Communication Skills – Fluent in English; able to clearly explain complex concepts in a friendly, professional tone.
• Problem Solving & Critical Thinking – Skilled at identifying the root cause of customer issues and providing effective resolutions.
• Empathy and Patience – Demonstrated ability to remain calm and composed under pressure while ensuring customers feel heard and valued.
• Multitasking – Comfortable managing multiple systems and tasks while maintaining a high level of customer service.
• Adaptability – Quickly learned and adapted to new processes, account types, and tools across different campaigns.
• Team Collaboration – Worked effectively within team environments to meet common goals and support peers.

Tools & Technologies:

• Proficient in common BPO software such as Zendesk, Avaya, Five9, and in-house CRM platforms
• Familiar with ticketing systems, call logs, and performance dashboards

Soft Skills:

• Strong interpersonal skills
• Positive and professional attitude
• High attention to detail
• Punctuality and reliability
• Goal-oriented mindset