Ralph Gilmoure Macalinao
Sr. Customer Service Representative
Dubai
Summary
Enthusiastic Senior Customer Service Representative with more than 8 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Sr. Customer Service Representative
Kitopi Restaurant LLC
Dubai
01.2020 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Responded to customer calls and emails to answer questions about products and services.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Resolved discrepancies in financial data to increase accuracy and reduce potential backlogs.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
Customer Service Representative
STYL.com
Dubai
06.2018 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Trained staff on operating procedures and company services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Reported emergencies, weather delays and carrier schedule changes to customers and supervisors.
Education
Bachelor of Science - Marketing
Eastern Visayas State University
Tacloban City Philippines 06.2003 - 05.2007
Skills
Complaint resolution
undefinedTimeline
Sr. Customer Service Representative
Kitopi Restaurant LLC
01.2020 - Current
Customer Service Representative
STYL.com
06.2018 - 06.2019
Bachelor of Science - Marketing
Eastern Visayas State University
06.2003 - 05.2007
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