Customer Service Representative

Verified

$3/hr

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Outline

Looking for Full-Time work (10 hours/day) at $3/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Hi, my name is Francis Carlo Niebres.

I am a Customer Service Representative with over 6 years of experience working in the BPO and customer support industry here in the Philippines.

I have experience in tasks such as handling high-volume customer inquiries, resolving complaints, processing accounts, and providing support through phone, email, and chat, while working closely with customers and internal teams to ensure smooth service.

I speak fluent English and completed my Bachelor of Science in Secondary Education major in Mathematics, where English was the primary medium of instruction. I regularly use English for calls, emails, and documentation in a professional setting.

I am available to work full-time, including shifting schedules if needed.

In this role, I would communicate clearly with customers, resolve issues efficiently, and stay organized to ensure all tasks are completed accurately and on time while supporting the team’s overall goals.

Thank you.

Skills & Experience

Skills

customer service representative 5-10 Years

Experience highlights

Customer Service Representative

Good Faith Placement Agency · March/2023 – Present

• Managed client inquiries and resolved placement issues efficiently, resulting in a 20% increase in customer satisfaction scores and faster candidate matching turnaround.
• Coordinated placement logistics and maintained accurate candidate records, streamlining recruitment workflows and reducing processing time across multiple client accounts.
• Served as a primary point of contact for client escalations, consistently achieving first-contact resolution and strengthening agency-client relationshi

Customer Service Agent

VXI Global Solutions · November/2019 – Present

• Resolved customer inquiries and complaints across multiple communication channels, achieving a 95% customer satisfaction rate.
• Contributed to a 20% reduction in customer churn by delivering prompt, accurate solutions and proactively following up on unresolved issues.
• Improved first-call resolution rates by 15% through efficient troubleshooting and clear communication of technical solutions.

Senior Collections Specialist

iQor · January/2016 – Present

• Managed a portfolio of complex delinquent and high-value accounts using tailored recovery strategies, reducing aged debt by 20% and improving organizational cash flow.
• Reduced delinquency rates by 25% by implementing strategic collection techniques, negotiating customized repayment arrangements, and maintaining FDCPA compliance throughout.
• Collaborated with credit risk teams to minimize outstanding balances and flag high-risk accounts early, lowering overall credit exposure.

Customer Service & Sales Agent

Cyber City Teleservices · June/2015 – Present

• Resolved complex customer inquiries via phone and email, maintaining a 95% satisfaction rate while simultaneously meeting sales targets.
• Generated qualified B2B leads and closed sales deals, achieving a 20% increase in monthly revenue through targeted client acquisition and relationship management.

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