EUNICE ALCANTARA
Customer Service Representative
Capas
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.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist
Concentrix CVG Philippines, Inc.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Sales Representative
IQor Davao Philippines
10.2021 - 12.2021
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Described product highlights and benefits to help guide purchasing decisions.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Handled returns or exchanges efficiently while preserving customer loyalty through courteous assistance and fair resolution practices.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Provided after-sales support as needed, further strengthening relationships with clients and promoting long-term retention rates.
Technical Support Representative
Sutherland Global Services Philippines, Inc.
01.2019 - 01.2021
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Science - Tourism Management
Philippine Merchant Marine School
Las Pinas, Cavite 04.2001 -
Skills
Customer Service
Good communication skills
Complaint resolution
Customer Relationship Management
Report Generation
Complaint Handling
Customer Order Management
Problem Resolution
Conflict Mediation
De-Escalation Techniques
Process Optimization
Problem-solving abilities
Administrative Support
Research
Staff Training
Timeline
Customer Sales Representative
IQor Davao Philippines
10.2021 - 12.2021
Technical Support Representative
Sutherland Global Services Philippines, Inc.
01.2019 - 01.2021
Bachelor of Science - Tourism Management
Philippine Merchant Marine School
04.2001 -
Customer Service Specialist
Concentrix CVG Philippines, Inc.
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