Kid Serdan

Results-driven Customer Experience Specialist with extensive experience in customer service, escalation management, quality assurance, and team support within fast-paced BPO environments. Proven ability to resolve complex customer concerns, improve team performance through coaching, and maintain high customer satisfaction standards. Skilled in communication, problem-solving, operational support, and performance analysis.

Subject Matter Expert - TELEPERFORMANCE

(2023-10)

• Manage and resolve complex customer escalations while maintaining customer satisfaction and brand loyalty.
• Provide real-time operational and technical support to customer service representatives.
• Conduct coaching and mentoring sessions to improve employee performance and KPI achievement.
• Perform quality assurance evaluations and compliance audits to ensure adherence to company standards.
• Analyze performance data and generate reports to identify trends and recommend process improvements.
• Collaborate with team leaders and management to support operational goals and service excellence.

Customer Service Representative - TELEPERFORMANCE

(2019-10 - 2023-09)

• Handled high-volume inbound and outbound customer interactions through phone and live chat support.
• Delivered excellent customer service by providing accurate information and effective solutions.
• Assisted customers with account concerns, billing inquiries, and service-related issues efficiently.
• Maintained strong product and process knowledge to support diverse customer needs.
• Achieved customer satisfaction goals through professionalism, empathy, and timely issue resolution.

Hotel and Restaurant Management - ICT-ED Institute of Science and Technology (2014 - 2015)

Fermin La Rosa National High School (2009 - 2010)