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
undefinedTimeline
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 -
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