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Dewey Esparagoza Yao Customer Support

Dubai Dewey-Yao-CV.pdf
customer services

AREAS OF INTEREST:  Customer Service Support  Banking and Teller  Customer Helpdesk Support  Office Management Support  Admin / HR / Office Staff  Sales Representative

PROFESSIONAL EXPERIENCE:

HelpFuel Services DMCC, Dubai UAE. Customer Service Representative YR: 2017 – Present Duties and Responsibilities  Providing excellent Customer Service satisfaction by applying good etiquette, communication and displaying good interpersonal skills.  Interact with European Customers and from other part of the globe through Phone, Email and Chat via MUNDU Fresh desk, Fresh Chat and Fresh Caller.  Participate with support meetings by sharing innovative ideas and solutions.  Lead new hires by training and coaching them in their nesting period. Help them practice strong work ethic and enhance their skills.  Maintains customer records by updating account information via Limelight and Mundu support.  Part of the escalations and collaboration team.  One of the tenured agents and brain trust of the team.

Entrepreneur – Self Employed Manager/Administrator YR: 2015 – 2017 Duties and Responsibilities but are not limited to the following:

 Manage the daily operations of the business.  Meet customer’s needs and demands.  Sustain a good relationship with the consumers and regular customers.  Plan and coordinate sales, budgets and stocks.  Addressing staff issues and concerns.  Made proper and necessary actions to sustain the business competitiveness
Redha Al Ansari Exchange, Dubai, U.A.E Teller / Transfer Clerk YR: 2013 – 2015 Duties and Responsibilities but are not limited to the following:

 Process bank accounts and western union transactions securely.  Open accounts, including savings account.  Help customers send money to their home country without hassle.  Use adding machine accurately.  Greet client warmly and assist them appropriately.  Promote other product services such as credit card, airline ticket, national bonds, utility, mobile top-ups and salary payments to new and regular customers.  Promotes bank products.  Record all transactions accurately and in timely manner.  Balance all currency transactions at end of each shift.

SUTHERLAND GLOBAL SERVICES, Manila, Philippines Consultant / Customer Service Representative Year: 2008 – 2013 Duties and Responsibilities but are not limited to the following:

 Dealt with customers from US through phone and email.  Assisted customer’s concerns in regards to their accounts in Ebay.com, Buy.com and Amazon.com.  Processed customer orders in a courteous, efficient and timely manner.  Assigned in Address Verification, Credit Card Authorization, Coupons/Promotions and Order Fulfillment and order tracking department.  Coordinate with shipping company partners like FedEx, UPS, USPS and DHL.  Designated to stressful queues like, Returns and Claims. Attend to complaints and concerns immediately, and facilitate satisfactory resolution.  Communicate effectively with the Managers and the Production Team, informing and updating them regularly to guarantee that targets and customer objectives are met.  Tasked to train new hires together with the training team.  Helped and motivated new hires in meeting quality scores, targets and KPIs.  As a top performer and lead agent, I was assigned to take supervisory calls and escalations.  Participate as a key team player by supporting operations as needed, always invited by management team in collaboration meetings with our client  Comply with all safety requirements, work rules and regulations.  Follow systems and procedures outlined in company manuals.

TECHNICAL SKILLS:

 Computer literacy  Proficient in MS Office  Proficient in Google Spreadsheet and word  Use of Mundu Fresh Desk  Accurate use of Limelight  Accurate use of Mundu Support  Accurate use of D-Mexis  Accurate use of KANA  Accurate use of Order Manager

CUSTOMER SERVICE SKILLS:

 Optimistic with “can do and will do attitude”  Good Communicator  Attentive  Confident  Patient  Ability to read customers  Focused  Ability to handle pressure  Empathetic and Sympathetic  Assertive  Good in Decision-making  Problem-Solver  Honest and Caring  Friendly  Team Player and Can also work Independently

EDUCATIONAL BAKCGROUND:

Tertiary Education : International Business and Entrepreneurship Management San Beda University Manila, Philippines YR: 2004 – 2008

Secondary Education : St. Stephen’s High School Manila, Philippines YR: 2000 – 2004

SEMINARS ATTENDED:

 AML Compliance program.

(Anti Money Laundering Awareness Seminar)

 International Business and Entrepreneurship Management Conference

(The Innovative Shift in Business and Entrepreneurial Education)

 Leaders Unlimited

(The Aurelio Periquet Jr. Entrepreneurship Leadership Seminar)

 The Management and Entrepreneurship Society Seminar

(The Body Shop Story and Penshoppe Story)

 LEAD

(Leadership Training Seminar)

PERSONAL DETAILS:

Gender : Male Date of Birth : February 7, 1987 Citizenship : Filipino Civil Status : Married Height : 6.0”

I hereby certify that the above information is true and correct to the best of my knowledge.