Justine Anthony Guhit
Kawit,Cavite
Summary
Experience on bringing quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results and also providing a superb customer service assitance
Overview
7
7
years of professional experience
Work History
Customer Relations Executive
Amazon.com Services
09.2023 - 11.2023
- Championed process improvement efforts aimed at reducing average handle time while maintaining high levels of customer satisfaction ratings.
- Successfully managed escalated cases involving complex problems requiring collaboration across multiple internal departments in order to achieve favorable outcomes.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Resolution Specialist
Amazon.com Services
03.2020 - 09.2023
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
Team Manager
Amazon.com Services
10.2022 - 04.2023
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Facilitated meetings to communicate team performance goals and results.
- Established team priorities, maintained schedules and monitored performance.
- Building Project for Process Improvement
Quality Analyst
Amazon.com Services
05.2019 - 12.2019
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Technical Support Representative
Xbox Microsoft ( Telepeformance)
08.2017 - 05.2018
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Collections Agent
Sirius XM (Alorica)
10.2016 - 06.2017
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Education
Bachelor of Science - Information Technology
St Dominic College of Asia
Bacoor Cavite10.2015
High School Diploma -
Del Pillar Academy
Imus Cavite07.2014
Skills
- Complaint Handling
- Data analysis
- Multitasking capabilities
- Problem-solving abilities
- Risk Management
- Cross-Selling Abilities
- Process improvement
- Team collaboration
- Project management
- Quality assurance
- Customer feedback analysis
- Customer Engagement
Languages
English
Professional Working
Tagalog
Native or Bilingual
Timeline
Customer Relations Executive
Amazon.com Services
09.2023 - 11.2023
Team Manager
Amazon.com Services
10.2022 - 04.2023
Resolution Specialist
Amazon.com Services
03.2020 - 09.2023
Quality Analyst
Amazon.com Services
05.2019 - 12.2019
Technical Support Representative
Xbox Microsoft ( Telepeformance)
08.2017 - 05.2018
Collections Agent
Sirius XM (Alorica)
10.2016 - 06.2017
Bachelor of Science - Information Technology
St Dominic College of Asia
High School Diploma -
Del Pillar Academy
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