Kirk Ervin Galvan
Summary
Successful Customer Care Representative with 6 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
A person that is very receptive for feedback and accepts failures and mistakes as challenges or opportunities to be a better person in terms of decision making and proper assessment of situations. Tends to work things out right on the spot or on a situation where issues can be fixed on proper manner. Asses situations carefully before engaging on a scenario unprepared.
Overview
9
9
years of professional experience
Work History
Customer Care Rep
Global Payments
01.2023 - 10.2023
- Handles merchants and business owners that seek assistance regarding their processed credit card payments
- Handles billing inquiry
- Do demo on how to use admin web
Customer Care Rep (DoorDash)
Task Us - Meycauayan
08.2021 - 02.2022
- Handles food inquiries via call and chat
- Perform data analysis on our teams NPS score
CSR - Team Leader (Sprint/T-Mobile)
Concentrix Cyberwest
03.2017 - 07.2021
- Handles new hire agents and prepping them up to be endorsed to Production within 4 weeks
- Creates daily report of teams performance
- Do coaching sessions to address behaviors and opportunities
- Do admin task and send reports on scheduled date
- Handle complicated and escalation calls
- Set clear team goals and KPIs
- Oversee day-to-day teams operation and performance
- Do regular performance evaluation
Customer Care / Back Up I.T.
PinoyTravel
03.2015 - 01.2017
- In charge of handling customers concerns about their booking request and inquiries
- Handles inbound and outbound calls
- Handles changes on schedule via web tool
Education
No Degree - Bachelor of Science in Information Technology
AMA Computer College of Malolos
Malolos, Bulacan 04.2001 -
High School Diploma -
Hon. Jaime J. Vistan National Highschool
Plaridel, Bulacan 04.2001 -
Skills
Basic Troubleshooting Skills
Custom order management
Customer Service
People Management Skills
Basic Skills in Web Development
Basic Knowledge on MS Office Tools
Good Communications Skills
Computer Literate
Basic Troubleshooting Skills
Timeline
Customer Care Rep
Global Payments
01.2023 - 10.2023
Customer Care Rep (DoorDash)
Task Us - Meycauayan
08.2021 - 02.2022
CSR - Team Leader (Sprint/T-Mobile)
Concentrix Cyberwest
03.2017 - 07.2021
Customer Care / Back Up I.T.
PinoyTravel
03.2015 - 01.2017
No Degree - Bachelor of Science in Information Technology
AMA Computer College of Malolos
04.2001 -
High School Diploma -
Hon. Jaime J. Vistan National Highschool
04.2001 -