Bryan Joseph Gonzales
Whangarei,NTL
Summary
Dedicated and experienced professional with 9 years in the Call Center Industry, currently holding a Resident Visa. Seeking a role in customer service or related positions. Proficient in MS Office with basic computer troubleshooting skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Caltex
Avenues, Whangarei
03.2023 - Current
- Promoted high customer satisfaction by providing knowledgeable and friendly service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Risk Investigator
PayPal
Alabang, Muntinlupa
03.2020 - 08.2022
- Maintained up-to-date knowledge of industry trends in order to stay informed about emerging threats.
- Acquired risk-related data from external and internal resources.
- Analyzed areas of potential risk to assets, earning capacity and organizational success.
- Participated in meetings with senior management discussing current risk exposures and proposed solutions.
- Implemented loss control measures to protect workers and mitigate workplace hazards.
- Reported findings on risk exposures to senior executives and board of directors.
Customer Service Representative
PayPal
Alabang, Muntinlupa
06.2019 - 03.2020
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Collected deposits or payments and arranged for billing.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Improved customer service wait times to mitigate complaints.
- Mentored junior team members and managed employee relationships.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Senior Operations Specialist
Capital One
Alabang, Muntinlupa
07.2015 - 12.2018
- Trained, mentored and motivated employees to maximize team productivity.
- Assisted the administrative, contractual and financial departments of Capital One.
- Evaluated and reported on department metrics to upper management.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Service Representative
Teletech
Lipa, Batangas
10.2012 - 04.2015
- Maintained understanding of company computer software, products and services.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Some College (No Degree) - Computer And Electronics
System Technology Institute
Santa Rosa, PhSkills
- Inbound and Outbound Calling
- Data Collection
- Account Updating
- Call Management
- Complaint Resolution
- Product Knowledge
- Data Entry
- Information Security
- Customer Relationship Management (CRM)
Accomplishments
- PayPal (Venmo) Mentor
- Capital One Tier 1 Associate Coach
- Capital One ROAR (Recognizing Outstanding Associates Results) Quarter 4 2016 and Quarter 2 2017
- Telstra Grand Ball Awardee (2013)
- Telstra Top Performer (2013)
Timeline
Customer Service Representative
Caltex
03.2023 - Current
Risk Investigator
PayPal
03.2020 - 08.2022
Customer Service Representative
PayPal
06.2019 - 03.2020
Senior Operations Specialist
Capital One
07.2015 - 12.2018
Customer Service Representative
Teletech
10.2012 - 04.2015
Some College (No Degree) - Computer And Electronics
System Technology Institute
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