Mark Wendel Adame
Batangas,Philippines
Summary
Dynamic Customer Service Representative Team Lead at Alorica with proven expertise in team leadership and customer relationship management. Adept at enhancing customer satisfaction through effective problem resolution and mentoring. Recognized for maintaining professionalism under pressure and achieving high-quality service standards, fostering a collaborative team environment.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Team Lead
Alorica
Lipa City, Batangas
09.2022 - 05.2024
- Maintained up-to-date knowledge about products and services offered by the company.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Performed quality assurance audits of calls handled by representatives.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Assisted with customer requests and answered questions to improve satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Alorica
Lipa City, Batangas
10.2019 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
Education
Batchelor - Industrial Technology
Batangas State University Main Campus II
Alangilan, Batangas, Philippines 06-2019
Skills
- Customer relationship management
- Team leadership
- Customer service
- Teamwork
- Professionalism
- Communication skills
Timeline
Customer Service Representative Team Lead
Alorica
09.2022 - 05.2024
Customer Service Representative
Alorica
10.2019 - 09.2022
Batchelor - Industrial Technology
Batangas State University Main Campus II
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