Ma. Cecilia Rodil
Ajman,United Arab Emirates
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
Overview
17
17
years of professional experience
Work history
Senior customer service representative
Etisalat UAE
Ajman, United Arab Emirates
2015.10 - Current
- Ensured effective issue resolution process, escalating complex complaints to management.
- Facilitated rotation into other teams by maintaining impeccable product knowledge.
- Generated customer data reporting on time and in compliance with GDPR regulations.
- Handling TDRA(Telecommunications Digital Regulatory Authority), Social media, Roaming technical issues, identify the root cause of complaint, provide necessary resolution as per rules and processed. Assure to give a good customer service by handling their complaint as high priority to retained customers.
Customer service representative/ Subject Matter Expert
Teletech Contact Center
Lipa city , Philippines
2008.10 - 2015.10
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Every day email reports for error orders created by agents to be submitted to supervisors, managers for coaching purposes and data review to lessen error and creation requests.
Customer service associate
E-PLDT
Manila, Philippines
2007.10 - 2008.10
- Resolved customer issues in less time than company average through efficient problem solving and forward planning.
- Applied excellent working knowledge of [Product or Service] to confidently address technical customer queries with expertise.
- Test device and troubleshooting for the Internet connection.
Sales representative
Epixtar Philippines
Eastwood, Philippines
2006.11 - 2007.10
- Providing the benefits and rewards of the product.
- Built lasting relationships with clients through customer service interactions.
- Prepared sales contracts and oversaw signing of both parties.
Education
Bachelor of Science - Computer science
System Technology Institute
Batangas city 10.2006
Skills
- Call escalation
- Social media support
- Customer needs analysis
- Remote customer service
- Complaint resolution
Timeline
Senior customer service representative
Etisalat UAE
2015.10 - Current
Customer service representative/ Subject Matter Expert
Teletech Contact Center
2008.10 - 2015.10
Customer service associate
E-PLDT
2007.10 - 2008.10
Sales representative
Epixtar Philippines
2006.11 - 2007.10
Bachelor of Science - Computer science
System Technology Institute