JOHN CARLO CONCEPCION MORALES
Supervisor
Summary
I'm looking for a full-time work as a Customer Service Representative. Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint. Experienced with Staff Scheduling and Trained to Multitask System (Customer Relations Management)
Overview
7
7
years of professional experience
Work History
Supervisor
Transit Link Pte Ltd
03.2019 - Current
- Managed team of Customer Relations Officer consists of 30 staffs and assisted in escalated complaints with investigation
- Ensured procedures, processes and service level are being followed for any operations
- Periodic review of call centre operations and report any gaps and issues
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Evaluated employee performance and coached and trained to improve weak areas
- Achieved results by working with staff to meet established targets
Customer Service Officer
M1 Pte Ltd
02.2017 - 01.2019
- Provided support for mobile lines and fibre broadband enquiries from corporate customers with immediate attention to customers’ needs and follow up with appropriate resolution
- Assisted new and existing customers for signing up new line or re-contracting existing line
- Handled junior customer service officers for coaching and body system
- Provided primary customer support to internal and external customers
- Responded to customer calls and emails to answer questions about products and services
Telesales Customer Representative
Convergys Inc
Makati City
06.2016 - 01.2017
- Inbound Sales of Sprint Telco Products and
- Services to US clients
- Meet Set Sales Target 20 new lines and 20 re-contracts (Per Day Basis)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Education
Bachelor of Science - Information Technology
Batangas State Univeristy
Philippines02.2016
Skills
- Written Communication
- Priority management
- Staff Management
- Training and mentoring
- Teamwork and Collaboration
Additional Information
- ACHIEVEMENTS , Transport Gold Award 2020 Transport Gold Award for the year 2020, 2021 and 2022. The National Kindness Award – Transport Gold recognises service staff in the Transport Industry who have displayed exemplary service and gracious behaviour in the course of their work. Excellent Service Award (EXSA) 2020 EXSA Star award for the year 2020, 2021, 2022 and 2023. Excellent Service Award or EXSA is a national award that recognises individuals who have delivered quality service.
Timeline
Supervisor
Transit Link Pte Ltd
03.2019 - Current
Customer Service Officer
M1 Pte Ltd
02.2017 - 01.2019
Telesales Customer Representative
Convergys Inc
06.2016 - 01.2017
Bachelor of Science - Information Technology
Batangas State Univeristy
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