Pau Reign

Customer Service Representative with three years of experience across voice, chat, and email channels in financial, telecom, and insurance sectors. Comfortable balancing multi-channel support workloads, including managing up to 3 live chat queues simultaneously while keeping weekly QA and CSAT metrics steady between 93% and 96%. Skilled in conflict resolution, billing support and cross-selling.

Sales Clerk (Part-Time) - Ed'ging Bakery

(2019-01 - 2019-12)

• Handled the store cash register, processed cash payments, and served pastries to customers, Monitored display shelves and reported inventory counts.

Secretary (Part Time) - Ama Plans Inc.

(2020-01 - 2021-12)

• Provided clear, step-by-step guidance to customers whenever they called or walked in with questions. Managed the reception desk, took phone calls, emails and paperwork.

Customer Service Representative III (Full Time) (Seasonal) - Sutherland

(2022-12 - 2023-03)

• Managed customer streaming problems, application errors, and account billing tiers via email, chat systems, and SMS. Troubleshot subscription access for the media platforms.

Customer Service Representative II (Full Time) - TTEC

(2023-03 - 2023-11)

• Pitched and sold telecom services (3-4 lines per day) consistently hitting performance goals.
• Resolved order issues and managed telecom services to ensure high-quality customer care.

Customer Service Representative III (Full Time) (Seasonal) - Buwelo BPO

(2024-01 - 2024-04)

• Provided step-by-step troubleshooting support via chat and email to resolve connection or device issues for internet-free children's devices.
• Managed 2 to 3 concurrent live chat and email queues simultaneously.

Customer Service Representative III (Full Time) - Foundever

(2024-05 - 2025-03)

• Rescue Agent Served as a front-line emergency agent, efficiently dispatching towing, jumpstart, and fuel delivery assets to high-stress client scenarios.
• Maintained Average Handling Time (AHT) metrics without compromising safety standards or service quality boundaries and tracking vehicles safely.

Customer Service Representative III (Full Time) - Teleperformance

(2025-08 - 2026-01)

• Assisted customers with daily card usage questions, balance inquiries, and updates.
• Maintained QA and CSAT scores consistently between 93% and 96%.

Customer Service Representative III (Full Time) - EHRS Group (Ellick Bpo)

(2026-01 - 2026-07)

• Identified and qualified potential business leads through outbound calls, while maintaining and updating the daily lead database.
• Met 100% of weekly conversion targets (15-20 per week) and sales quotas through persistent follow-ups and strategic pitch adjustments.

Senior High School Graduate - Accountancy And Business And Management - Luakan National Highschool (2019 - 2020)