Eduard Borja
Dynamic customer service professional with extensive experience in the Business Process Outsourcing industry
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About
Dynamic customer service professional with extensive experience in the Business Process Outsourcing industry, dedicated to delivering exceptional service that drives growth. Recognized for strong communication skills and innovative problem-solving abilities, consistently fostering collaboration to achieve high-quality results. Committed to enhancing customer satisfaction and contributing to organizational success through a proactive, results-oriented approach.
Experience
Telemarketer - Easy Contact Philippines, Inc.
(2024-11 - 2026-06)
- Contributed more than 100% quality lead generation on a daily basis, either outbound or email marketing.
- Built relationships with IT professionals through active listening skills and displaying excellent sales skills.
- Targeted high-interest prospects by following the specific campaign requirements to attain a high lead conversion rate.
- Improved call script effectiveness, leading to more engaging and persuasive conversations with prospects.
Customer Service Representative - Optum Global Solutions, Inc.
(2023-11 - 2024-10)
- Supported an average of 40-60 members daily in navigating benefits and coordinated requests to respective providers for additional assistance.
- Guided members through United Healthcare's website, ensuring seamless processing of online orders and utility bill payments.
- Maintained above 90% Customer Satisfaction Score (CSAT) every month by providing personalized solutions tailored to members' needs.
Customer Service Representative - TELUS International
(2022-09 - 2023-03)
- Handled 30-50 inbound calls daily to help address promptly any mobility-related issues.
- Engaged with customers through callbacks, email, or SMS to provide timely support and information, consistently achieving an above 80% Customer Satisfaction Score (CSAT).
- Collected and organized customer feedback to improve service delivery and resolve recurring issues.
- Provided basic technical support for clients experiencing difficulties with their mobile devices, troubleshooting issues quickly and effectively.
- Evaluated customer loyalty to identify products offering maximum value based on features.
Customer Service Representative - TP Ayala
(2021-07 - 2022-09)
- Facilitated booking request for 60-80 inbound calls processing through CRM, ensuring seamless transaction experiences for customers.
- Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
- Addressed cancellations and modifications promptly, maintaining a positive customer experience throughout.
- Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
- Contributed to revenue growth by upselling room upgrades, packages, and enrolling them as a member during the booking process.
Education
Bachelor of Science - Biology major in Medical Biology - Pamantasan ng Lungsod ng Maynila (2024)
