Robert Jordan Fojas
Edmonton,AB
Summary
Productive Call Center Representative with 10 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Trail Appliances
Edmonton
04.2024 - Current
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Offered resolutions to de-escalate calls and solve customer issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Food Counter Attendant
Tim Hortons
Edmonton
03.2024 - 04.2024
- Greeted customers and provided assistance with menu selections.
- Operated cash register to process customer orders accurately and efficiently.
- Assisted in food preparation tasks such as setting up ingredients for cooks.
- Followed all safety guidelines when handling hot foods or sharp objects.
- Ensured that work area was kept clean and free from hazards at all times.
- Prepared food items such as sandwiches, salads, wraps according to recipes.
- Served food items such as fries, burgers quickly in a friendly manner according to company standards.
- Prepared drinks such as coffee, tea based on customer specifications within specified time limits.
Customer Saves Expert
Asurion
Manila
04.2022 - 12.2022
- Answered customer inquiries regarding products, services, billing information, and more.
- Investigated and resolved customer complaints in an efficient manner.
- Educated customers on product features to help them make informed purchasing decisions.
- Identified opportunities to upsell or cross-sell additional products or services to existing customers.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Greeted and assisted customers to foster positive experiences.
- Developed successful strategies and goals to penetrate new territories by assessing competitor offerings and approaches.
SC Finds
Asurion
Manila
09.2021 - 04.2022
- Coordinated daily operations of the service center.
- Provided customer service support to internal and external customers.
- Tracked service requests from initial contact through resolution.
- Ensured that all processes were completed within given time frames.
- Answered phone calls and responded to questions and concerns.
Technical Support Representative
Asurion / Home Depot
Manila
12.2020 - 09.2021
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Created reports on customer complaints and feedback for management review.
- Performed regular maintenance checks on customers' systems.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
ESL Teacher
Saigon American English School
Ho Chi Minh City
01.2017 - 05.2019
- Developed and implemented lesson plans to meet the needs of English language learners.
- Utilized a variety of teaching methods such as lectures, discussions, role-play activities and multimedia presentations.
- Assessed student progress through written tests, oral quizzes and other forms of assessment.
- Conducted weekly one-on-one tutoring sessions with students needing extra assistance.
- Encouraged student participation through interactive activities such as debates and group projects.
- Provided feedback on assignments, tests and exams in a timely manner.
- Facilitated conversations between native English speakers and non-native English speakers.
- Researched topics related to ESL instruction such as second language acquisition theory, best practices in vocabulary teaching.
Technical Support Representative
Concentrix
Manila
01.2016 - 12.2016
- Modified and customized commercial programs for internal needs.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Oversaw daily performance of computer systems.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Executive Head Chef
Ahoyanen Japanese Restaurant
Calamba
12.2013 - 12.2015
- Created menus and managed the kitchen staff to ensure that all dishes were prepared according to recipes and in a timely manner.
- Developed innovative meal ideas, ensuring cost-effectiveness while maintaining high quality standards.
- Monitored food inventory levels and placed orders for supplies as needed.
- Supervised food preparation activities of cooks and other kitchen workers.
- Ensured adherence to health and safety regulations in the kitchen area.
- Trained new chefs on proper cooking techniques, knife handling skills, menu items, recipes, sanitation practices.
- Oversaw portion control and garnishing of dishes before they are served.
- Planned menus based on seasonal availability of ingredients and customer preferences.
- Provided input into budget development processes related to food costs and labor expenses.
Education
Associate of Science - Nursing
AMA School of Medicine
Calamba City, Philippines04-2005
Skills
- Technical Support
- Customer Service
- Sales closing
- Call Control
- Product Upselling
- Report Preparation
- Data Entry
- Payment Processing
- Quality Assurance
- Customer Relationship Management
- Complaint resolution
- Product Knowledge
- Building rapport
- Call control skills
- Communicating with clients
- Answering questions
- Verbal and written communication
Timeline
Call Center Representative
Trail Appliances
04.2024 - Current
Food Counter Attendant
Tim Hortons
03.2024 - 04.2024
Customer Saves Expert
Asurion
04.2022 - 12.2022
SC Finds
Asurion
09.2021 - 04.2022
Technical Support Representative
Asurion / Home Depot
12.2020 - 09.2021
ESL Teacher
Saigon American English School
01.2017 - 05.2019
Technical Support Representative
Concentrix
01.2016 - 12.2016
Executive Head Chef
Ahoyanen Japanese Restaurant
12.2013 - 12.2015
Associate of Science - Nursing
AMA School of Medicine
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