ralph macalinao, Senior Customer Service Representative

About

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.

Experience

KITOPI Restaunrant LLC

Jan 2020 – May 2023

United Arab Emirates

Customer Service Representative

Taking orders online, phone calls and placed it in our POS system. Follow up on customer’s order and assigning riders. • Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services. • Completing call notes and call reports as necessary. Recording details of comments, inquiries, complaints, and actions taken. • Responded to customer calls and emails to answer questions about products and services. Proactively addressed customer concerns in order to prevent escalations and complaints. • Assisting kitchens and calling customers for replacement for the unavailable items on the orders. • Monitoring the orders from the dashboard and report the pending and delayed orders real time. Position: Finance Support – Call Center Support • Reconciled accounts, managed audits and updated financial records from different aggregators with remarkable accuracy. • Using automated tools to extract data from primary and secondary sources. Generating and sending payment links to customer to process online payment. • Checking refunds shared files from Finance department if valid or invalid and checking all price discrepancies that needs to be corrected. • Resolved discrepancies in financial data to increase accuracy and reduce potential backlogs. • Providing knowledge, resources and information to support agents. • Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.

ELabelz

Jul 2018 – Jul 2019

United Arab Emirates

Customer Service Representative

Doing Inbound and Outbound calls. Responding to customer questions and complaints and walking customer through basic troubleshooting or setup processes. • Communicating with customers through social media and online chats. Making sure that the shipments are not delay and will arrive on time, by tracking the shipments. • Order Follow up. Consistently checking all the outgoing and incoming orders to avoid delays of the shipment by sending emails to the courier company regarding the shipment orders. • Logistics: Creating Air Waybill for outgoing and incoming delayed shipments through UPS

Telus International Philippines

May 2015 – Mar 2018

Manila Philippines

Customer Service Representative

• Assisting customer’s billing inquires, payments, answer questions about warranties and terms of sale. Meet personal/ team sales targets and maintain call handling quotas. Manage large number of incoming calls and utilize computer technology to handle high call volumes. • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem: selecting and explaining the best solution to solve the problem; expediting correction or adjustment. following up to ensure resolution.

Education

Eastern Visayas State University

Jun 2003 – May 2007

Bachelor's Degree, Marketing

ralph macalinao

Senior Customer Service Representative

Skills

Languages