Bernicia Dela Cruz
Saipan
Summary
Driven to excel in customer service, I take the opportunity to obtain this position that will enable me to use my knowledge and organizational skills to promote products and enhance sales for the businesses. I leveraged my problem-solving abilities and proficiency to enhance customer satisfaction and loyalty. My approach, characterized by empathy and critical thinking, significantly improved client relations, demonstrating my capacity to adapt and thrive in dynamic environments.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Docomo Pacific
06.2021 - 06.2024
- Continuously providing excellent customer service
- Actively listened to customers inquires of home coverage services provided by the company, handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased customer loyalty and repeat business.
- Provide my best knowledge and enhance sales on products and accessories, assisting new and existing customer with offers on new and existing promotion offers for mobile/internet/cable and landline services
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Operate POS and Mindbill system for cashier duties, taking in payments and processing other transaction on customers accounts
- Collect receipts for any purchases in retail store for inventory purposes, prepare daily G4S bags for closing sales, Input final sales on Excel balance sheet, and closing out drawer making sure of accuracy of balancing out
Surveyor
Docomo Pacific
05.2021 - 06.2021
- Performed duties such as reading scripts of questions listed on surveys assigned on an online database, asking customers and listening to their concerns and feedbacks about their experiences and ratings of customer services received at other companies they have visited in the past or previous visits to complete survey assessments.
- Gathered, organized and modeled data for reports on Excel sheet
- exceeding numbers of calls and completing survey before the end of the day
- Reduced costly errors by reviewing survey data and ensuring proper documentation before final submission
- Send out daily reports to upper management and leads
Passenger Service Agent
P.O.I Aviation
01.2018 - 06.2018
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
Education
High School Diploma -
Kagman High School
Northen Marianas Island06.2015
Skills
Excellent Customer Service
Positive Attitude
Very Friendly
Great Listener and Empathy
Critical Thinker
Problem-solving Abilities
Computer Literate in POS, Mindbill system, Outlook, Gmail, Microsoft Word, Powerpoint, Data entry, fair knowledge of Microsoft Excel Sheet and operating Xerox machine for copying and scanning documents
Building customer loyalty and trust
Organize and Responsible
Flexibility – Able to adapt through changes and accept challenges
Accomplishments
Certificate of Appreciation - 2024
Buzz Light Year Award - 2023
Community Service Award - 2012
Timeline
Customer Service Representative
Docomo Pacific
06.2021 - 06.2024
Surveyor
Docomo Pacific
05.2021 - 06.2021
Passenger Service Agent
P.O.I Aviation
01.2018 - 06.2018
High School Diploma -
Kagman High School
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