Arnulfo Dalumbar
Spanish Customer Support Representative
Silang
Summary
A. Thorough and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
B. Pursuing a part-time or full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise backed up by over 19 years of experience as a Spanish Customer Support Representative.
Overview
22
22
years of professional experience
Work History
Customer Onboarding SME (Spanish)
Sunpower
03.2016 - 10.2024
- Conferred with customers by telephone, e-mail or in chat to provide information about products or services, took or entered orders, canceled accounts, or obtained details of complaints
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Maintained up-to-date knowledge of product and service changes.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Referred unresolved customer grievances to designated departments for further investigation
- Performed On-boarding calls after customers signed a contract to discuss the major items on the agreement
- Provided case resolution
- Performed basic troubleshooting for non-functioning components
- Educated customers on how system works
- Answered billing, life events and other contractual concerns
- Observed proper documentation and adhere to QA guidelines
Dealer Support Representative (Spanish)
Sunpower
09.2008 - 03.2016
- Streamlined communication channels for smoother operations, effectively addressing dealer concerns and queries.
- Maintained up-to-date knowledge on industry developments, competitor activities, and regulatory changes; shared insights with dealers to help them stay ahead of the curve.
- Handled inquiries regarding deliveries, purchase orders and other customer-facing processes.
- Managed escalated issues from dealerships with finesse; coordinated efforts among various departments for faster resolution times.
- Processed Purchase Orders Submitted
- Helped other teams processed their orders (Italian, German, French Teams) when their volume was up
- Generated and sent Sales Order Acknowledgment via email to dealers and regional sales managers
- Attended Every Order Every Day Meeting to discuss challenges and priorities
- Monitored Payments and coordinated with accounts and payables teams
- Ensured available allocation for confirmed orders
- Helped allocate materials
- Processed and sent Packing Lists to 3rd party logistics
- Monitored Deliveries of Shipments
- Invoiced the shipments, generated them and sent them to the dealers
- Made sure all documentations are downloaded and saved to the corresponding repository for audit purposes
- Processed RMAs
- Created cases for complaints
- Collaborated with Technical Support Engineers for any tech related concerns
- Assisted the Order Fulfillment Teams from North American Region
Spanish Multilingual CSR 5
ETelecare Global Solutions
06.2005 - 08.2008
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Provided approval codes to banks, hotels, and other commercial establishments when they called in to validate the authenticity of the traveler's or gift cheque presented to them by end customers.
- Helped resolved get refunds on missing or stolen traveler's or gift cheques.
- Assisted Fraud department on detecting fraudulent transactions
- Looked locations for customers to buy and encash their traveler's and gift cheques
- Ensured proper and accurate documentation on every call
SPANISH, CEBUANO TUTOR
Cebu Multilingual Learning Institute
06.2004 - 11.2004
- Facilitated one-on-one and group tutorial in Spanish and Cebuano.
- Provided homework assistance using specific curriculum and materials.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
SPANISH TUTOR
Ahead Tutorial and Review
03.2003 - 07.2003
- Conducted one-on-one Spanish lessons review for high school student
- Facilitated Spanish Tutorial classes.
Education
No Degree - Philosophy And Religious Studies
INSTITUTO TEOLÓGICO CLARETIANO
Madrid, Spain 05.2001 - 05.2002
No Degree - Philosophy
UNIVERSITY OF SAN CARLOS
Cebu City, Philippines 05.2001 - 05.2000
Bachelor of Science - Secondary Education Major in Social Studies
ANDRES BONIFACIO COLLEGE
Dipolog City, Philippines 05.2001 - 05.1998
Skills
Complaint Handling
References
References available upon request
Languages
Spanish
Upper intermediate (B2)
English
Advanced (C1)
Cebuano/Bisaya
Bilingual or Proficient (C2)
Tagalog/Filipino
Advanced (C1)
Timeline
Customer Onboarding SME (Spanish)
Sunpower
03.2016 - 10.2024
Dealer Support Representative (Spanish)
Sunpower
09.2008 - 03.2016
Spanish Multilingual CSR 5
ETelecare Global Solutions
06.2005 - 08.2008
SPANISH, CEBUANO TUTOR
Cebu Multilingual Learning Institute
06.2004 - 11.2004
SPANISH TUTOR
Ahead Tutorial and Review
03.2003 - 07.2003
No Degree - Philosophy And Religious Studies
INSTITUTO TEOLÓGICO CLARETIANO
05.2001 - 05.2002
No Degree - Philosophy
UNIVERSITY OF SAN CARLOS
05.2001 - 05.2000
Bachelor of Science - Secondary Education Major in Social Studies
ANDRES BONIFACIO COLLEGE
05.2001 - 05.1998
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