Wilfredo Ocaban Jr

As someone with over 10 years of experience in the Business Process Outsourcing (BPO) industry, specifically in customer support, retention, and billing, I can offer you an overview of my expertise and the skills I have developed in this field.

In my role as a customer support specialist, I have developed a deep understanding of customer needs and expectations. I have honed my skills in active listening, effective communication, and problem-solving. I am familiar with a range of customer service channels, including phone, email, and chat, and have experience in handling customer inquiries and complaints. I am well-versed in customer service software such as Zendesk, Freshdesk, and HelpScout, and can provide timely and accurate responses to customer inquiries.

In my role as a retention specialist, I have developed strategies to engage with customers and keep them loyal to a brand. I have a strong ability to identify the root cause of customer concerns and offer customized solutions to meet their needs. I have experience in conducting customer surveys and analyzing feedback to drive improvements in customer experience.

In my role as a billing specialist, I have a deep understanding of billing processes and systems. I have experience in handling billing inquiries, resolving disputes, and ensuring accurate billing for customers. I am proficient in using billing software such as QuickBooks, Xero, and Zoho Books.

Throughout my career, I have demonstrated a strong work ethic, attention to detail, and a commitment to delivering high-quality customer service. I have experience in working with clients across a range of industries, including healthcare, technology, and e-commerce. I am a skilled team player, able to work collaboratively with colleagues to achieve shared goals.

Overall, my 10 years of experience in the BPO industry have given me a deep understanding of customer needs and the skills to provide effective support, retention, and billing services.