Irish Bacunawa
Irvine,CA
Summary
Accomplished Customer Service Representative with 6+ years of experience providing top-tier support in fast-paced environments. Skilled in handling complex inquiries with professionalism and empathy, achieving consistently high customer satisfaction ratings. Passionate about helping customers succeed and building long-term relationships through attentive service and problem-solving.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Branch
03.2022 - 09.2024
- Resolved 300+ customer inquiries monthly with a 95% satisfaction rate, focusing on unauthorized transactions and wallet access issues, leading to a 20% increase in customer retention and 30% reduction in response times.
- Collaborated with cross-functional teams to identify and troubleshoot recurring app issues, leading to a 25% decrease in support tickets related to unauthorized transactions within six months.
- Developed and implemented a customer feedback system that streamlined follow-up procedures, resulting in a 15% improvement in issue resolution efficiency and enhancing overall customer experience.
Customer Support Specialist
Wex Inc.
03.2018 - 01.2022
- Managed and resolved a high volume of customer inquiries, ensuring prompt and accurate assistance while maintaining a professional and empathetic communication style.
- Achieved a 98% first-contact resolution rate by effectively troubleshooting customer issues and providing clear, actionable guidance, leading to increased customer satisfaction and retention.
- Utilized customer service software and ticketing systems to track and resolve customer issues, consistently documenting interactions to ensure accurate records and streamlined follow-ups.
Salesforce System Administrator
Cognizant Technologies Solutions
03.2010 - 12.2017
- Customized Salesforce to optimize sales and customer service workflows, leading to a 15% increase in team productivity and a 10% reduction in manual data entry errors by implementing automation and refining data validation rules.
- Managed the Salesforce environment for high-value enterprise clients, creating automated workflows and advanced dashboards that improved lead tracking and boosted sales conversions by 15%, enhancing account management efficiency.
- Collaborated with cross-functional teams to develop customized solutions that met specific business needs.
Education
Bachelor of Science - Information Technology
AMA University
Manila, Philippines03-2008
Skills
- Proficiency with customer service software and ticketing systems like Zendesk, Freshdesk, Salesforce, Slack, Notion
- Ability to handle high-volume inquiries efficiently
- Customer-focused problem-solving
- Flexibility in a fast-paced and remote environment
Timeline
Customer Service Representative
Branch
03.2022 - 09.2024
Customer Support Specialist
Wex Inc.
03.2018 - 01.2022
Salesforce System Administrator
Cognizant Technologies Solutions
03.2010 - 12.2017
Bachelor of Science - Information Technology
AMA University
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