Robert Jordan Fojas
Edmonton,AB
Summary
With a proven track record at Asurion, I excel in resolving complex technical issues and enhancing customer satisfaction. My expertise in customer service and critical thinking has led to significant improvements in first-call resolution rates. Skilled in both relationship building and technical support, I consistently deliver results that exceed employer expectations.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Accident Support Services International
07.2024 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Representative
Trail Appliances
03.2024 - 07.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Streamlined call flow processes for more efficient response times and increased productivity.
Customer Saves Expert /Tier 2 Technical Support Representative
Asurion
12.2020 - 12.2022
- Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Assisted in the creation of knowledge base articles to help standardize support procedures across the organization.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Reduced call handling time by developing a comprehensive database of common troubleshooting steps.
- Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
- Contributed to the development of internal training materials to enhance team capabilities.
ESL Teacher
Saigon American English School
01.2017 - 05.2019
- Educated students in basics of English grammar and conversational speaking.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Enhanced students'' speaking skills through regular practice and focused feedback during conversation sessions.
- Increased student proficiency in English by creating engaging and interactive classroom activities.
- Created and delivered engaging lesson plans to accommodate different learning styles.
Technical Support Representative
Concentrix
01.2016 - 12.2016
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- 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.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Executive Chef
Ahoyanen Japanese Restaurant
12.2013 - 12.2015
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Increased customer satisfaction by creating innovative and diverse menus tailored to various dietary needs.
- Oversaw business operations, inventory control, and customer service for restaurant.
- Developed menus, controlled food costs and oversaw quality, sanitation, and safety processes.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
Education
Associate of Science - Nursing
AMA School of Medicine
Calamba, Laguna Philippines04-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Complaint handling
- Complaint resolution
- Computer proficiency
- Customer satisfaction measurement
- Call management
- Administrative support
Languages
English
Full Professional
Timeline
Customer Service Representative
Accident Support Services International
07.2024 - 12.2024
Call Center Representative
Trail Appliances
03.2024 - 07.2024
Customer Saves Expert /Tier 2 Technical Support Representative
Asurion
12.2020 - 12.2022
ESL Teacher
Saigon American English School
01.2017 - 05.2019
Technical Support Representative
Concentrix
01.2016 - 12.2016
Executive Chef
Ahoyanen Japanese Restaurant
12.2013 - 12.2015
Associate of Science - Nursing
AMA School of Medicine
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