Racquel Dela Cruz
Commonwealth,Quezon City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty.
Overview
14
14
years of professional experience
4
4
Certifications
Work History
Customer Service Associate
Teleperformance Philippines
Shaw boulevard , Mandaluyong City
2015.11 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Customer Service Associate
Convergys Philippines
Techno Hub, Ayala Land , UP Diliman
2013.10 - 2015.08
Customer Service Associate
Teleperformance Philippines
Shaw boulevard , Mandaluyong City
2010.03 - 2013.08
- Managed customer relations and customer service through daily communication and interaction.
- Provided basic technical support for clients on wide range of company products.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Exceeded service objectives by applying proven customer service and sales best practices.
Education
Bachelor of Arts - Architecture
Technological Institute Of The Philippines
Skills
Customer service
undefinedCertification
Telstra Wireline and TB FIXED Certified Top Agent for 7 Months across all metrics, sitewide
Timeline
Hijack and BigPond 2 Quarter Awardee of Top Performers Club
2019-08
Telstra BigPond and Hijack 6 Time Awardee of Top Mobile Seller
2017-03
Customer Service Associate
Teleperformance Philippines
2015.11 - Current
Customer Service Associate
Convergys Philippines
2013.10 - 2015.08
Macy's Credit Awardee of Best of the Best Performance for 3 consecutive months.
2012-06
Telstra Wireline and TB FIXED Certified Top Agent for 7 Months across all metrics, sitewide
2011-02
Customer Service Associate
Teleperformance Philippines
2010.03 - 2013.08
Bachelor of Arts - Architecture
Technological Institute Of The Philippines
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