Romeo Marquina
Hamilton,WKO
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Iqor
Dasmarinas, Dasmarinas CIty
09.2013 - 08.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Customer Service Representative
Teletech
Bacoor, Bacoor City
12.2009 - 07.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Contact Center Associate
M + W Zander
Javalera, General Trias
03.1998 - 11.2009
- Resolved customer complaints in an efficient and professional manner.
- Processed orders accurately within established timelines.
- Identified customer needs by actively listening to their concerns or requests.
- Monitored incoming emails and responded to customers in a timely manner.
Education
Associate of Science - Computer Science
Systems Technology Institute
Bacoor City12-2007
Bachelor of Science - Radiologic Technology
De La Salle University
Dasmarinas City12-2005
Skills
- Paperwork Processing
- Consultative Sales
- Data Collection
- Call Management
- Product Knowledge
- Data Entry
- Complaint Resolution
- Inbound and Outbound Calling
- Product Education
- Critical Thinking
- Complaint Handling
- Receiving Support
- Microsoft Excel
- High-Energy Attitude
- Customer Consulting
- Typing [Number] WPM
- Customer Relations
- Microsoft Outlook
- Multi-Task Management
- Computer Proficiency
- Customer Service
- Administrative Support
- Clerical Support
- Problem-Solving Abilities
- Filing
- Active Listening
Timeline
Customer Service Representative
Iqor
09.2013 - 08.2015
Customer Service Representative
Teletech
12.2009 - 07.2013
Contact Center Associate
M + W Zander
03.1998 - 11.2009
Associate of Science - Computer Science
Systems Technology Institute
Bachelor of Science - Radiologic Technology
De La Salle University
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