ROBERT IGOR FLORES
Oshawa,ON
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Experienced leader that helps manage and support staff members.
Overview
13
13
years of professional experience
Work History
Guest Service Representative
Great Canadian Entertainment
04.2023 - Current
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Client Experience Associate
AnywhereWorks
09.2022 - 06.2023
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Senior Customer Service Representative
EastWest BPO
09.2018 - 03.2021
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
Senior Customer Service Representative
Alorica Clark
11.2014 - 09.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
Waiter/Supervisor
Marble Slab Creamery KSA
10.2012 - 11.2014
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Sales Counselor
Philam Plans
04.2010 - 10.2012
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
Education
Bachelor of Arts - Communication Arts
University of The Assumption
San Fernando, Pampanga, Philippines03.2010
High School Diploma -
Arayat Holy Child Educational Foundation Inc.
Arayat, Pampanga, Philippines03.2007
Skills
- High customer service standards
- Service solutions expert
- Conflict resolution proficiency
- Strong problem solving ability
- Adaptive team player
- Tourism Management
- Issue Identification
- Amenities Information
- Multi-Unit Operations Management
- Strategic Partnership
- High-Pressure Environments
- Staff Management
Timeline
Guest Service Representative
Great Canadian Entertainment
04.2023 - Current
Client Experience Associate
AnywhereWorks
09.2022 - 06.2023
Senior Customer Service Representative
EastWest BPO
09.2018 - 03.2021
Senior Customer Service Representative
Alorica Clark
11.2014 - 09.2018
Waiter/Supervisor
Marble Slab Creamery KSA
10.2012 - 11.2014
Sales Counselor
Philam Plans
04.2010 - 10.2012
Bachelor of Arts - Communication Arts
University of The Assumption
High School Diploma -
Arayat Holy Child Educational Foundation Inc.
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