Paul Ian Mondala
Toronto,ON
Summary
Experienced Customer Service Representative with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
15
15
years of professional experience
Work History
Customer Service Associate-Independent Contractor
Continental Battery Systems
07.2021 - 04.2024
- Parent company of Apex Battery
- Remote work
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Associate-Independent Contractor
Apex Battery
05.2020 - 07.2021
- Remote work. Company is based in Reno, NV, USA
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Responded to customer calls and emails to answer questions about products and services.
- Kept detailed records of customer interactions to track and resolve issues quickly.
Account Security & Risk - Fraud Team
UBER Center of Excellence, LLC
08.2018 - 05.2020
- Conferred with customers by telephone, chat, or email to provide information about our product and services
- Performed research to collect data on various battery applications
- Interacted with vendors to purchase and set up 'willcall'/pickup orders
- Used Magento, Zendesk, and ShipStation to complete various tasks such as creating labels, RMA's, Bill of Ladings, order tracking, etc
- Handled all delegated security tasks regarding driver and rider accounts, including stolen payment methods, stolen earnings, and phishing attempts
- Provided excellent service and attention to riders and drivers via email and occasional phone calls
- Performed risk analyses to identify appropriate security countermeasures
- Collaborated with others to discuss new types of methods used by fraudsters to gain access to an account and reported to Project Management for solutions or temporary workarounds.
Customer Service Associate-Independent Contractor
Apex Battery
05.2015 - 02.2018
- Remote work. Company is based in Reno, NV, USA
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Responded to customer calls and emails to answer questions about products and services.
- Kept detailed records of customer interactions to track and resolve issues quickly.
Customer Service Representative
MicroSourcing
04.2012 - 03.2015
- Created and guided customers in creating a resume and/or cover letter on site
- Addressed customer service inquiries in a timely and accurate fashion
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Assisted customers with site and product complaints.
Customer Service Representative
Allsectech Manila Inc
02.2009 - 04.2012
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Followed up with customers about resolved issues to maintain high standards of customer service
- Updated account information to maintain customer records.
Education
Computer Programming Undergrad -
AMA Computer Learning Center
Quezon City, Philippines01.2007
Highschool -
Holy Spirit of Mt. Carmel
Quezon City, Philippines01.2003
Skills
- Communication skills
- Telecommunication skills
- Customer service
- Data Entry
- Adaptability
- Product and service knowledge
- Customer Relations
Languages
English
Full Professional
Timeline
Customer Service Associate-Independent Contractor
Continental Battery Systems
07.2021 - 04.2024
Customer Service Associate-Independent Contractor
Apex Battery
05.2020 - 07.2021
Account Security & Risk - Fraud Team
UBER Center of Excellence, LLC
08.2018 - 05.2020
Customer Service Associate-Independent Contractor
Apex Battery
05.2015 - 02.2018
Customer Service Representative
MicroSourcing
04.2012 - 03.2015
Customer Service Representative
Allsectech Manila Inc
02.2009 - 04.2012
Computer Programming Undergrad -
AMA Computer Learning Center
Highschool -
Holy Spirit of Mt. Carmel
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