PAUL NESTOR C. GONZALES
Summary
Experienced Customer Service Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
JeanYip Pte Ltd Singapore
08.2019 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Customer service and Sales Consultant
Revamp Pte Ltd Singapore
12.2017 - 06.2019
- Provided sales and customer service assistance to walk-in traffic
- Evaluated customer purchase requirements and recommended best-fit company offerings.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Maximized customer retention by resolving issues quickly.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Responded to telephone and in-person requests for information.
Sales and Marketing Executive
B/E Services Singapore Pte Ltd
01.2017 - 11.2017
- Suggested innovative ideas to increase sales and improve customer experience.
- Evaluated market data to develop and create business strategies and marketing plans.
- Analyzed and forecasted monthly sales data of existing marketed companies within designated area.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Utilized CRM software to track sales progression and communicate project needs.
- Directed sales and marketing management staff in successful use and development of business plans and strategies.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated prices, terms of sales and service agreements.
Technical Support Associate
Convergys (Intuit Account)
07.2012 - 01.2016
- Coaching agents and/or client in regards to software
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Payroll Support on Accounting Software (e.g
- QuickBooks)
- Prepare tax/payroll for employees in a quarterly and yearly basis.
Education
Bachelor of Science - Information Technology
University of Southern Philippines Foundation
Cebu City Philippines05.2012
Skills
- Positive and Constructive Feedback
- Team Development
- Report Generation
- One Call Resolution
- Problem-Solving
- Call Center Operations
- Workflow Management
- Decision-Making
- Complaint Resolution
- Issue Resolution
- MS Office
- Customer Relationship Management (CRM)
- Proficient in Quickbooks
- Call Flow Maximization
- Customer Service
Timeline
Customer Service Supervisor
JeanYip Pte Ltd Singapore
08.2019 - Current
Customer service and Sales Consultant
Revamp Pte Ltd Singapore
12.2017 - 06.2019
Sales and Marketing Executive
B/E Services Singapore Pte Ltd
01.2017 - 11.2017
Technical Support Associate
Convergys (Intuit Account)
07.2012 - 01.2016
Bachelor of Science - Information Technology
University of Southern Philippines Foundation
Personal Information
Title: CUSTOMER SERVICE AND SALES EXECUTIVE
Personal Information
Title: CUSTOMER SERVICE AND SALES EXECUTIVE
Personal Information
Title: CUSTOMER SERVICE AND SALES EXECUTIVE
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