Summary
Overview
Work History
Education
Skills
Interests
Achievements
Timeline
Generic

Reymart Joe Murcia

CAFM OPERATOR / CUSTOMER SERVICE EXECUTIVE
Doha,DA

Summary

Successful customer service executive and team leader with more than 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

8
8
years of professional experience
2
2
Languages

Work History

FM Customer Service Executive / CAFM Operator

Mosanada FM
05.2019 - Current
  • Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
  • Monitor performance and lead the team to achieve key performance indicators (KPIs)
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of customer complaints and ad hoc queries for all SFM Venues and Stadiums while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Ensure that standard operating procedures are documented and maintained
  • Escalated critical incident issues to clients to avoid lost revenue and canceled policies.
  • Update CAFM database as and when required
  • Raise all Permit to Work (PTW) for all SFM Venues and Stadiums, upload all H&S documentation provided relating to PTW into CAFM system, ensuring accuracy of information always
  • Attend to all transportation needs for the operation needs and requirements
  • Ability to work to tight deadlines and Perform emergency support duty, if required
  • Prepare monthly schedule of the team on 24/7 basis

Technical Support Representative / Peer Mentor

Convergys Inc - Quickbooks Intuit
10.2017 - 05.2019
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Resolve customer inquiries by phone, chat or email
  • Ensure the customer has the tools and knowledge they need to run their business
  • Gauge customer technical ability and modify delivery skills accordingly
  • Guide customer through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction
  • Properly document customer call notes in system using multiple screens of data
  • Promoted to Special service team within a month in the production after training
  • Exceeded the KPI's and became one of the high potential agent with good passing scoreboard
  • Developed strong relationships with mentees, fostering a positive learning environment.
  • Conducted regular check-ins with mentees to monitor progress towards achieving their goals and to address any concerns or challenges faced along the way.
  • Assisted in the creation of individualized learning plans for each mentee, addressing their specific needs and goals.
  • Was able to made topnotcher agents by Supplements learning by modeling, supporting, and coaching trainees throughout the entire training period.

Customer Service Representative

Teleperformance Inc
09.2016 - 05.2017
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Use the appropriate methods and tools to provide information that is accurate, comprehensive, and thorough
  • Contribute to team effort by accomplishing related results as needed.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Bachelor of Science - Electronics And Communication Engineering

University of The East
Manila, Philippines
04.2001 -

Skills

  • Account Management
  • Customer Relationship Management
  • Team training and development
  • Technical Support
  • Excellent interpersonal skills
  • Active listening and communication skills
  • Good general health and fitness
  • Assertiveness
  • Analytical and problem-solving skills
  • Multitasking and organizational skills
  • Time-management skills

Interests

Traveling

Hiking

Badminton

Movies/Games

Music/Singing

Achievements

  • Student Leadership Training - Student Leadership Programs provides programs and services to develop students to lead with excellence and integrity while they build community, personally flourish and act in a positive and socially responsible manner.
  • Top Agent - Top agent onQuickbooks, Convergys Inc.
  • Mr. Congeniality - Warmest and friendliest agent at Convergys Inc.
  • Effective communication skills training certificate
  • Training on Hazard Identification and control training certificate
  • Office Safety training certificate
  • Heat Stress training training certificate

Timeline

FM Customer Service Executive / CAFM Operator

Mosanada FM
05.2019 - Current

Technical Support Representative / Peer Mentor

Convergys Inc - Quickbooks Intuit
10.2017 - 05.2019

Customer Service Representative

Teleperformance Inc
09.2016 - 05.2017

Bachelor of Science - Electronics And Communication Engineering

University of The East
04.2001 -

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Reymart Joe MurciaCAFM OPERATOR / CUSTOMER SERVICE EXECUTIVE