Froilan Jr Enriquez
Gresham
Summary
Dynamic customer service professional with extensive experience in Customer service related job, excelling in customer engagement and issue resolution. Proven track record in developing retention strategies that enhanced customer loyalty. Adept at collaborating with teams to implement effective solutions.
Overview
8
8
years of professional experience
Work History
CSR
Concentrix Call Center
02.2020 - 08.2021
- Assisted customers with inquiries and provided information on products and services.
- Maintained knowledge of current promotions, policies, and procedures to enhance service delivery.
- Collaborated with team members to improve customer satisfaction and streamline operations.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
CSR
Afni Call Center
02.2018 - 11.2018
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CSR
Convergys Call Center
09.2017 - 02.2018
- Resolved customer complaints by identifying issues and offering suitable solutions.
- Maintained knowledge of current promotions, policies, and procedures to enhance service delivery.
- Documented customer interactions in CRM system for future reference and analysis.
- Supported onboarding of new staff by sharing insights on customer service best practices.
Retention Specialist
Alorica Philippines
10.2015 - 08.2017
- Analyzed customer feedback to identify retention trends and improve satisfaction strategies
- Developed personalized engagement plans based on customer profiles and needs
- Collaborated with team members to implement effective retention campaigns
- Assisted in troubleshooting customer issues to enhance loyalty and reduce churn
Customer Service Representative
True Value Philippines
01.2014 - 10.2015
- Assisted customers with product inquiries and order processing to enhance satisfaction.
- Resolved customer complaints efficiently, ensuring timely follow-up and issue resolution.
- Maintained accurate records of customer interactions using CRM software for tracking purposes.
- Collaborated with team members to streamline communication processes and improve service delivery.
Education
No Degree - Business Administration
University of La Salette College
Santiago Isabela Philippine Skills
- Customer engagement
- Issue resolution
- Retention strategies
- Team collaboration
Timeline
CSR
Concentrix Call Center
02.2020 - 08.2021
CSR
Afni Call Center
02.2018 - 11.2018
CSR
Convergys Call Center
09.2017 - 02.2018
Retention Specialist
Alorica Philippines
10.2015 - 08.2017
Customer Service Representative
True Value Philippines
01.2014 - 10.2015
No Degree - Business Administration
University of La Salette College