Carl John Dorliac
Experience
Customer Service Representative
Handled a high volume of customer inquiries through various channels, including phone, email, and in-person interactions, maintaining an average satisfaction rating of 95%.
Assisted customers with a wide range of banking transactions, including deposits, withdrawals, loan applications, and account inquiries, resulting in an increase in customer retention.
Resolved customer complaints and concerns efficiently, reducing escalations through active listening, problem- solving, and effective communication
Cross-sold bank products and services, consistently achieving monthly sales targets and contributing to a 15% growth in new account openings.
Trained and mentored new customer service representatives, ensuring a smooth onboarding process and maintaining a high level of service quality within the team.
Technical Support Representative
Documented customer interactions, troubleshooting steps, and solutions accurately in the ticketing system, ensuring comprehensive tracking of customer issues.
Demonstrated excellent communication skills by conveying technical information in a clear and concise manner, enabling customers to understand and implement solutions effectively.
Maintained a high level of customer satisfaction by actively listening, empathizing with customers, and providing personalized support.
Consistently met or exceeded key performance indicators (KPIs), including customer satisfaction, response time, and resolution time.
Diagnosed and resolved technical issues promptly, achieving an average first-call resolution rate of 85% and exceeding departmental targets.
