CESAR IAN JAY B. TRAYCO
St. John's,NL
Summary
Highly experienced customer service representative that has extensive knowledge in providing exceptional customer care through communication and social interaction. I am also adaptable and flexible with skills hone through multiple years of working as a customer service representative. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
10
10
years of professional experience
Work History
Senior Shift Supervisor
Magic Foods Ltd.
06.2021 - Current
- Ensured timely completion of tasks with effective delegation and resource allocation.
- Maintained high safety standards by conducting routine inspections and implementing necessary corrective actions.
- Streamlined processes for reducing downtime during shift changes, leading to increased output levels.
- Managed inventory control, optimizing stock levels for seamless operations and reduced waste.
- Developed strong relationships with clients, ensuring customer satisfaction through timely resolution of issues or concerns.
- Evaluated employee performance regularly, providing constructive feedback for improvement opportunities.
- Implemented quality control measures, ensuring adherence to industry standards and regulations.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored newly hired employees on service operations and food safety.
Senior Associate-Ops
WNS Global Services Philippines Inc.
08.2018 - 04.2021
- Answer customers’ general inquiries on caravan, boat and travel insurance policies
- Create new Insurance Policy
- Amend / cancel Insurance Policy
- Discuss Insurance Policy’s inclusions and exclusions as well as certain rules and guidelines that the underwriters are upholding
- Provide expert recommendation to suit customer needs and capabilities
- Provide flexible payment options for customers who are experiencing financial difficulties or those who want a more feasible arrangement
- Be on guard and act as first line of defense for any possible fraudulent activities
- Ensure customers are provided with exceptional customer service that matches the premium standard of the Insurance.
Technical Support Associate I
Convergys Phil. Inc
10.2016 - 03.2018
- Provide answers on customers’ general inquiries regarding the service and product
- Arrange Technician Visit for service installation and repair
- Resolve technical concerns on customers Internet, TV and landline phone services
- Maintain friendly, efficient and reliable customer service
- Provide end of day and end of week reports to be used as for weekly brainstorming sessions and client presentation
- Take part on the Brainstorming of the team, formulating strategies and methods on how to improve customer service
- Discuss customers’ monthly bills and help understand how services are being charged
- Provide wide variety of technical support on computer problems as well as email and software installation and repair
- Taking customer complaints and escalation requests.
Technical Support Associate III (Escalation Team)
Convergys Phil. Inc
02.2014 - 03.2016
- Provide resolution on customer concerns and technical issues with their mobile phones
- Answer customer inquiries on their monthly bills
- Detect and report network outages that may cause problems with customer’s connection so it may be fixed as soon as possible
- Create escalation ticket for technician visits on any intermittent network problems
- Activate or terminate phone service as per customer requests or as advised by the network provider
- Perform diagnostics to narrow down mobile phones main concern
- Provide reliable and efficient phone service plans for customer’s travelling overseas
- Notifying customers of any network blacklist and phone service restriction and capabilities while travelling overseas
- Process requests for phone insurance and replacement
- Provide expert recommendation for any mobile phone technical inquiries
- Provide real time assistance and support through the use of remote control application on customer mobile phones, ensuring a convenient and hassle free service.
Education
Bachelor of Science - Information Technology
Westmead International School
Philippines03.2012
Secondary -
San Pascual National High School
Philippines03.2008
Skills
- Performance Monitoring
- Quality Assurance
- Time Management
- Telephone Etiquette
- Conflict Resolution
- Process Improvement
- Customer Retention
- Effective Communication
- Team Leadership
- Technical Proficiency
- Active Listening
- Data Analysis
- Data Recovery
- Scripting Languages
- Database Management
- Operating Systems
Languages
English
Full Professional
Timeline
Senior Shift Supervisor
Magic Foods Ltd.
06.2021 - Current
Senior Associate-Ops
WNS Global Services Philippines Inc.
08.2018 - 04.2021
Technical Support Associate I
Convergys Phil. Inc
10.2016 - 03.2018
Technical Support Associate III (Escalation Team)
Convergys Phil. Inc
02.2014 - 03.2016
Bachelor of Science - Information Technology
Westmead International School
Secondary -
San Pascual National High School
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