Joel antonio Bucao
CUSTOMER SERVICE REPRESENTATIVE
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About
Dedicated Customer Care Representative with 5 years of BPO experience bridging customer needs with technology solutions. Proven track record in First-Contact Resolution (FCR), billing dispute handling, de-escalation, and technical troubleshooting using Salesforce CRM. Adaptable and solution-oriented professional skilled at delivering empathetic, top-tier service while collaborating with leadership to improve operational workflows.
Experience
Customer Service Representative - AFNI - Santa Rosa, Laguna
(2026-01)
- Analyzed recurring customer feedback trends and recommended procedural updates to management, streamlining service workflows.
- Delivered prompt, empathetic solutions to customer issues in a fast-paced environment while maintaining high service standards.
Senior Processing Executive - INFOSYS BPM - Muntinlupa City
(2025-02 - 2025-09)
- Advised clients on complex financial products, including stocks, bonds, mutual funds, and insurance options.
- Analyzed financial data and generated comprehensive account reports with strong accuracy and attention to detail.
Senior Agent - IQOR - Santa Rosa, Laguna
(2021-05 - 2024-12)
- Delivered exceptional customer service by establishing rapport, de-escalating upset callers, and upholding quality metrics.
- Audited and monitored customer billing activities to ensure accuracy, timeliness, and swift resolution of billing inquiries.
- Handled high-volume inbound communications professionally while maintaining compliance with standard operating procedures.
Tech Coach - ASURION - Santa Rosa, Laguna
(2023-02 - 2023-11)
- Diagnosed and resolved complex hardware, software, and network issues efficiently on first contact.
- Educated customers on device navigation, software features, and troubleshooting steps with clarity and patience.
Sales Advisor - CONCENTRIX - Muntinlupa City
(2019-02 - 2020-01)
- Built strong customer relationships, identified individual needs, and effectively handled objections to drive retention.
Education
Senior High School Graduate - Citi Global Colleges Laguna
Junior High School Graduate - Biñan National High School
