Xavier Lindonne M. Juruena

 XAVIER LINDONNE M. JURUENA 13 Topz St. San Bartolome Novaliches Quezon City Mobile #:- E-mail Address:- •   DEDICATED CUSTOMER SERVICE PROFESSIONAL  | ASSISTANT TEAM LEADER CAREER OBJECTIVE To use my skills and experience and thereby to promote a positive atmosphere and higher quality of experience towards customer service. PROFESSIONAL PROFILE Enthusiastic employee that aims to elevate the client experience by consistently maintaining cheerful attitude. Comfortable in communicating with people from various cultures and backgrounds. Takes great pride in teaching and leading by example. TEAM-ORIENTED  Consistently maintains an excellent record of being on time, prepared and eager to take on new responsibilities. A seasoned professional who recognizes the importance of honesty, integrity, people centricity, innovation, agility and excellence. WORK EXPERIENCE October 2015 – December 2017 R & Y Relationship Manager Support and provide superior service via phones, e-mails and faxes as a receiver and caller Ensure to meet the service level/target. Use questioning and listening skills that support effective telephone communication. Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. Use the most appropriate way to communicate with different behavior types on the telephone. Apply the elements of building positive rapport with different types of customers over the phone. Apply the proper telephone etiquette to satisfy various customer situations. June 2014 – September 2015SPI Global, Makati Assistant Team Leader (Dish Network) Responsible for developing and supporting a team that delivers reports/data and to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers. Ensures that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction. May 2013 – May 2014West Contact Services SME (Comcast,Time Warner) Plan, organize and manage to ensure that the work is accomplished in a manner consistent with companyl requirements Set guidelines, objectives, and provides direction to subordinates within the department Collaborate with other reparesentative members in order to formulate or implement policies, procedures, goals and objectives. November 2011- April 2013SPI-Global Libertad Advanced Customer Service Representative (Dish network, Atnt) Handle inbound calls and attending to customer’s enquiries Provide resolution to customer’s concerns and disputes Provide administrative support and other services as assigned October 2010- October 2011Transcosmos Logicall Sales Team Leader (Online shopping) Play a leading role in executing sales Guide and mentor a team to perform the highest standard of customer service Achieve sales quota Provide data and reports to support the team October 2009- October 2010Citadel Inn Makati Senior Front Desk Officer Manage all front desk duties over the counter, phone and email Identify the types of services relevant to client’s needs Ensure smooth client transactions at all times and provide quality customer service TRAININGS AND SEMINARS Silver Leadership TrainingFebruary 2015 SPI Global Makati Bronze Leadership TrainingNovember 2014 SPI Global Makati AT&T Partners Certified TrainingJanuary 2013 SPI Global Libertad Advanced CSR/TSR TrainingNovember 2011 SPI Global Libertad English Conversation Fluency 3February 2011 Speech Power Buendia Branch Outbound Telesales TrainingSeptember 2010 Transcosmos Logicall The Making of a Flight Attendant August 2009 Philippine Airlines Learning Center EDUCATION TERTIARYPhilippine Christian University, Taft Avenue, Manila Bachelor of Science In Information Technology (2006 – 2009) SECONDARYSt. Anthony School, Singalong, Manila (2002 – 2006) PRIMARYMakati Montessori Educational Center, Poblacion, Makati (1996 – 2002) PERSONAL INFORMATION Age: 27 years old Date of Birth: July 18, 1990 Sex: Male Height: 5’7 Weight: 150 lbs.