A. V.

Experienced Customer Service and Admin Assistant

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Philippines
Hourly rate:
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Freelancer expert in Admin Support

About me
My name is Andrew Villamor. I am currently looking for a job as a Customer Service Support and Admin Support. I have 8 years experience working for BPO companies as Customer Service Representative, Tech Support, and Admin. I recently resigned as a Customer Service Team Lead of a multi-million logistics company based in Dubai, UAE.  I managed a team of 12 agents and 25 drivers. I spearheaded the Customer Service and Sales campaign which helped the company reached its target sales in just 3 months.  I have initiative to learn and work hard to excel in every task/position given to me.
Work history
Customer Service Team Leader
Washmen Delivery Services - Dubai November 2016 to Present
United Arab Emirates
• Prepare Daily, weekly and monthly report on how the customer service agents are
performing, drivers and business in general.
• Stepped up to assist the customer service manager with complaints and issues during times when the department was short-staffed.
• Coached new telephone agents on their service techniques and provided scoring through the company's quality assurance program.
• Resolved customer service issues using company processes and policies and provided
updates to customers.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Strong leader of customer support staff.

Customer Service Representative
Concentrix Services Inc
January 2016 to September 2016
Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Described product to customers and accurately explained details of Mortgage.
• Directed calls to appropriate individuals and departments.
• Explain how rate changes, re-payments and direct debit works

Customer Service Representative
Convergys Up2- Quezon City December 2014 to January 2016
Philippines
• Provide transaction and billing information.
• Process and assess medical claims in accordance to the policy.
• Helping Health professionals in giving insurance coverage and scope.
• Explain ICD 9 and ICD 10 codes and Claim errors.
• Award/Achievements: Awarded as "Best Customer Service Agent" for 3 months.

Customer Service Representative
Afni- Quezon City
February 2014 to December 2014
Philippines
• Handling calls daily, with duties including presenting relevant product information, customer care, billing, collections and complaint resolution.
• Negotiate effectively and obtain best results for both the customer and the Business. • Assists customers and arranges payment terms in accordance with established guidelines.
• Identify potential customer opportunity to deepen customer relationships

Rigger
July 2012 to July 2013
MEDCO - Ras Al Khaimah, United Arab Emirates
• Assessed engineering documentation to determine order of loading operations. • Loaded and unloaded building materials used for construction.
• Provide hand signal to crane operator to safely ship all cargo items.
• Ensure that gate pass and clearance are obtaining to perform the task.

Customer Service Representative
Teletech- Quezon City September 2010 to May 2012
Philippines
• Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Described product to customers and accurately explained details.
• Provided an elevated customer experience to generate a loyal clientèle.
• Built long-term customer relationships and advised customers on purchases and promotions.