JULCEASAR CASAS
Melbourne,VIC
Summary
Dynamic and results-driven professional with extensive experience in customer service and retail operations at Ezymart. Proven expertise in sales strategies and staff training, consistently enhancing customer satisfaction. Adept at problem-solving and utilizing CRM systems to streamline processes, ensuring efficient service delivery and operational excellence.
Overview
5
5
years of professional experience
Work History
Store Manager & Customer Experience Specialist
Ezymart
Melbourne, VIC
01.2022 - Current
- Manage daily store operations, including opening and closing procedures.
- Process sales transactions, handle cash and card payments, and maintain accurate financial records.
- Monitor and replenish inventory to ensure product availability.
- Provide exceptional customer service by assisting shoppers and resolving inquiries.
- Supervise and train staff to maintain high service standards.
- Ensure store cleanliness, organization, and compliance with company policies.
- Track sales performance and implement strategies to improve revenue.
Technical Support Representative
Amazon - Blink
Cebu, Philippines
02.2021 - 01.2022
- Provided real-time technical support via phone, chat, and email to customers experiencing issues with Blink security cameras and systems.
- Diagnosed and resolved connectivity, firmware, and device setup issues for customers.
- Educated users on product features, app functionality, and troubleshooting steps.
- Documented customer interactions, technical issues, and solutions in the internal CRM system.
- Escalated unresolved or complex issues to higher-level support teams when necessary.
- Maintained high customer satisfaction ratings by delivering clear, concise, and friendly support.
- Assisted in identifying recurring issues and contributed to improving internal troubleshooting processes.
Customer Service Representative
AT&T Customer Loyalty Group
12.2019 - 12.2020
- Assisted customers with account-related inquiries, billing disputes, and service adjustments.
- Retained customers by offering personalized solutions, promotions, and service upgrades.
- Provided technical support for AT&T services, including mobile, internet, and TV.
- Processed plan changes, cancellations, and account modifications while ensuring customer retention.
- Handled escalations professionally to maintain high customer satisfaction.
- Documented customer interactions, feedback, and issue resolutions in CRM systems.
- Investigated and resolved billing discrepancies, missing shipments, and product-related concerns.
- Collaborated with other departments to ensure timely issue resolution and enhance the customer experience.
- Maintained accurate records of customer interactions and transactions in internal databases.
- Provided troubleshooting guidance for basic product and service-related inquiries.
Education
Bachelor - Applied Architecture
Melbourne Polytechnic
Epping, VIC07-2024
Bachelor of Science - Landscape Architecture
School of Architecture, Fine Arts And Design
Cebu City, Philippines05.2019
Skills
- Customer Service & Support
- Technical Support & Troubleshooting
- Sales & Retention Strategies
- Billing & Account Management
- Retail & Store Operations
- Cash Handling & POS Systems
- CRM & Ticketing Systems
- Staff Supervision & Training
- Problem-Solving & Conflict Resolution
References
References available upon request.
Timeline
Store Manager & Customer Experience Specialist
Ezymart
01.2022 - Current
Technical Support Representative
Amazon - Blink
02.2021 - 01.2022
Customer Service Representative
AT&T Customer Loyalty Group
12.2019 - 12.2020
Bachelor - Applied Architecture
Melbourne Polytechnic
Bachelor of Science - Landscape Architecture
School of Architecture, Fine Arts And Design
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