RHODERICA OLIVIA ATIENZA CAPARANGA
Jurong West
Summary
Dynamic Customer Service Officer with a proven track record at Tele-Centre Services Pte Ltd, excelling in complaint handling and problem resolution. Enhanced customer satisfaction by implementing efficient processes, reducing response times, and maintaining exceptional service quality. Proficient in documentation and reporting, complemented by strong active listening skills to address diverse client needs effectively.
Overview
4
4
years of professional experience
Work History
Escalation Manager
Tele-Centre Services Pte Ltd
03.2021 - 08.2023
- Assisted team in resolving customer escalations effectively and efficiently.
- Learned internal systems to provide accurate support for customer inquiries.
- Collaborated with peers to understand escalation processes and best practices.
- Supported documentation of common issues for knowledge base improvement.
- Maintained positive communication with customers during escalation resolutions.
- Reduced response times for escalation cases by implementing efficient processes and protocols.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Improved overall company reputation by consistently delivering exceptional customer service during escalations.
Customer Service Officer
Tele-Centre Services Pte Ltd
05.2020 - 02.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer service protocols and software systems.
- Monitored service quality metrics to ensure compliance with company standards.
- Streamlined response processes to enhance customer satisfaction and reduce wait times.
Customer Service Officer
Talentvis Singapore Pte Ltd
11.2019 - 04.2020
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
Education
Adamson University Grade School Department
PhilippinesExecutive Assistant's Course -
Cora Doloroso Career Centre
Philippines06-1994
Computer Secretarial Course -
Cora Doloroso Career Centre
Philippines06-1989
College of Nursing -
University of Sto.Tomas
Philippines03-1989
High School Diploma -
Adamson University Girls High School
Philiippines03-1989
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus/service
- Documentation and reporting
- Call center experience
- Call documentation
- Administrative support
- Computer proficiency (Microsoft Word, Excel, Powerpoint)
- Active listening
- Problem resolution
Timeline
Escalation Manager
Tele-Centre Services Pte Ltd
03.2021 - 08.2023
Customer Service Officer
Tele-Centre Services Pte Ltd
05.2020 - 02.2021
Customer Service Officer
Talentvis Singapore Pte Ltd
11.2019 - 04.2020
Adamson University Grade School Department
Executive Assistant's Course -
Cora Doloroso Career Centre
Computer Secretarial Course -
Cora Doloroso Career Centre
College of Nursing -
University of Sto.Tomas
High School Diploma -
Adamson University Girls High School
Similar Profiles
Dineswari VenugopalDineswari Venugopal
Customer Service Executive at Tele-centre Services Pte Ltd (BPO, Contact Centre, Helpdesk, Redemption Centres)Customer Service Executive at Tele-centre Services Pte Ltd (BPO, Contact Centre, Helpdesk, Redemption Centres)
Meng Seng PohMeng Seng Poh
Client Services Account Manager at Tele-centre Services Pte LtdClient Services Account Manager at Tele-centre Services Pte Ltd
YUSOFF HAIKALYUSOFF HAIKAL
Customer Care Officer at Tele-Centre Pte LtdCustomer Care Officer at Tele-Centre Pte Ltd
Kathy Oo Poh TinKathy Oo Poh Tin
Accounts Executive at Big-Foot Logistics Pte LtdAccounts Executive at Big-Foot Logistics Pte Ltd
Jun Meng, KUIJun Meng, KUI
LAB MANAGER at Gradiant International Holdings Pte LtdLAB MANAGER at Gradiant International Holdings Pte Ltd