Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

JOHN CARLO ENCLONA

Gurnee,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Teletech Telstra
Bacolod City, Philippines
02.2014 - 10.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative Supervisor

Panasiatic Solutions - Simple Mobile
Bacolod City, Philippines
09.2012 - 12.2013
  • Supervised call center agents in providing excellent customer service to callers requiring assistance for sales and technical issues.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to CSR supervisor.

Education

Bachelor of Science - Biology

Velez College
Cebu City, Philippines
10.2009

Skills

  • Understanding Customer Needs
  • Upbeat and Positive Personality
  • Upselling Products and Services
  • Responding to Difficult Customers
  • Team Management
  • Clerical Support
  • Billing and Payment Processing
  • Customer Satisfaction
  • Correcting Discrepancies
  • Issue and Complaint Resolution

Timeline

Customer Service Representative

Teletech Telstra
02.2014 - 10.2016

Customer Service Representative Supervisor

Panasiatic Solutions - Simple Mobile
09.2012 - 12.2013

Bachelor of Science - Biology

Velez College
JOHN CARLO ENCLONA