Juriefel Hendrix
Portland
Summary
Dynamic Customer Service Representative with extensive experience at EXLService Philippines, Inc., adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Proven track record in analyzing service metrics to drive improvements, while fostering strong relationships and delivering exceptional support in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
EXLService Philippines, Inc
10.2019 - 07.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
WIPRO
05.2018 - 10.2019
- Helped passengers to book, change and cancel flight reservations.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Teleperformance
02.2018 - 04.2018
- Delivered prompt service to prioritize customer needs.
- Booked hotel, flight and car rental reservations.
Teacher & School Admin
Cebu Woorijib Academy
12.2016 - 02.2018
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child's educational journey.
Education
Bachelor of Elementary Education - Elementary Education
Cebu Normal University-Medellin Campus
Cebu City, Philippines04-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Call center experience
Timeline
Customer Service Representative
EXLService Philippines, Inc
10.2019 - 07.2024
Customer Service Representative
WIPRO
05.2018 - 10.2019
Customer Service Representative
Teleperformance
02.2018 - 04.2018
Teacher & School Admin
Cebu Woorijib Academy
12.2016 - 02.2018
Bachelor of Elementary Education - Elementary Education
Cebu Normal University-Medellin Campus
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