Arcie Capa

Arcie Lawas Capa

Call Center Agent with 9 years of experience

Contact Information

LinkedIn: linkedin.com/in/arcie-capa-2448ab223

Address: Purok 3 Sabang, Danao City, Cebu 6004

Results-oriented Call Center Agent with 9 years of experience in providing exceptional customer service and resolving issues in a timely manner. Proficient in handling high call volumes while maintaining professionalism and accuracy. Skilled in building rapport with customers and delivering excellent support. Adept at handling challenging situations with patience and a positive attitude. Seeking to utilize my expertise in a dynamic call center environment.

Experience: Tier 3 Call Center Agent | Qualfon Philippines Inc. | Skyrise 3 Asiatown IT Park, Apas Lahug, Cebu City March 10, 2014 - Present

• Provide excellent customer service by addressing inquiries, resolving complaints, and providing information about products and services. - Handle escalated calls from junior agents and provide guidance and support to ensure customer satisfaction. - Maintain an average call handling time of less than three minutes while adhering to established quality assurance standards. - Collaborate with other departments to resolve customer issues and ensure prompt and accurate follow-up. - Utilize CRM software to maintain accurate and detailed customer records and update information as needed. - Assisted customers with placing orders, tracking shipments, and resolving billing and account-related issues. - Handled an average of 40 inbound calls daily, maintaining a high level of professionalism and accuracy. - Consistently met and exceeded departmental targets for customer satisfaction and resolution time. - Identified opportunities for process improvement and presented ideas to management. - Acted as a subject matter expert for product knowledge and offered suggestions for upselling and cross-selling.

Education: Bachelor of Science in Nursing | University of Cebu | Banilad, Cebu City April 2013

Skills: - Strong communication and interpersonal skills - Excellent problem-solving abilities - Ability to handle irate customers with professionalism and empathy - Proficient in using CRM software and call center systems - Time management and multitasking skills - Detail-oriented and accurate in data entry - Ability to work in a fast-paced and high-pressure environment