Rom Joshua Lumbang
Voyager Point,NSW
Summary
Dynamic professional with a proven track record at Home Development Mutual Fund, enhancing customer loyalty through exceptional service and problem-solving abilities. Leveraged technical support skills and active listening to improve service delivery and operational efficiency. Excelled in fostering key stakeholder relationships, contributing to significant project advancements and customer satisfaction.
Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Home Development Mutual Fund
10.2021 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Engineering Intern
R. G. Simbillo Technologies International Corp.
04.2019 - 06.2019
- Gained hands-on experience in various engineering tools, software, and techniques to contribute effectively to multiple projects.
- Developed strong problem-solving skills by troubleshooting issues encountered during project implementation.
- Provided valuable insights during brainstorming sessions, contributing innovative ideas that led to project advancements.
- Used AutoCad drafting software to create electrical schematic and panel layouts.
- Studied manufacturing processes to improve overall knowledge.
- Assisted senior engineers and management with clerical duties to keep department functioning and workflows running smoothly.
- Adhered to safety procedures and good housekeeping standards to comply with regulations.
- Created 3D models from 2D drawings.
- Assisted with coordination of new equipment installation and implementation.
- Collaborated with senior engineers on projects and offered insight.
- Assisted senior engineers in drafting detailed technical reports that outlined findings from various tests conducted during product development stages.
- Prepared standard reports and documentation to communicate results to senior management.
- Assisted in creation of technical documentation, ensuring accuracy and adherence to industry standards.
- Interpreted blueprints and technical drawings to analyze upcoming projects.
- Developed, prepared and reviewed reports and studies to identify and recommend engineering solutions.
- Participated in quality assurance testing, identifying areas for improvement and implementing solutions as needed.
- Shadowed designers and engineers to learn ways to implement methodologies.
- Conducted root-cause analysis of component failure.
- Implemented rich, interactive data visualizations using modern JavaScript and software development techniques.
- Took part in continuous learning opportunities such as workshops, seminars, and webinars to stay current on industry trends and technology advances.
Education
Advanced Diploma - Program Management
Clarendon Business College
Sydney, NSW05.2025
Bachelor of Science - Mechanical Engineering
Holy Angel University
Pampanga03.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Computer Proficiency
- Problem Resolution
- Microsoft Office Suite
- Research Shipping and Logistics
- Project management abilities
- Quality Assurance Controls
- Technical Support
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Affiliations
- Pambansang Samahan ng Inhinyero Mekanikal
- Rotaract Club Of Central Pampanga
Certification
2023
- Responsible Service of Alcohol Certificate (Certificate Number: 10001682954)
- Food Handling Certificate (Document Number: FSF03-V4-RLU2504001-20230509-1)
- HLTAID011 - Provide First Aid (Certificate Number: 554056-2993984)
- HLTAID010 - Provide basic emergency life support (Certificate Number: 554056-2993984)
- HLTAID009 - Provide cardiopulmonary resuscitation (Certificate Number: 554056-2993984)
2022
- Professional Level Certificate, Civil Service Commission
2021
- 2021 Virtual Conference of the HRO-Champions of the Countryside Housing Initiative (CHI) with Webinar on Business
Timeline
Customer Service Representative
Home Development Mutual Fund
10.2021 - 03.2023
Engineering Intern
R. G. Simbillo Technologies International Corp.
04.2019 - 06.2019
Advanced Diploma - Program Management
Clarendon Business College
Bachelor of Science - Mechanical Engineering
Holy Angel University
2023
- Responsible Service of Alcohol Certificate (Certificate Number: 10001682954)
- Food Handling Certificate (Document Number: FSF03-V4-RLU2504001-20230509-1)
- HLTAID011 - Provide First Aid (Certificate Number: 554056-2993984)
- HLTAID010 - Provide basic emergency life support (Certificate Number: 554056-2993984)
- HLTAID009 - Provide cardiopulmonary resuscitation (Certificate Number: 554056-2993984)
2022
- Professional Level Certificate, Civil Service Commission
2021
- 2021 Virtual Conference of the HRO-Champions of the Countryside Housing Initiative (CHI) with Webinar on Business
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