Renson Macalalad

As a customer service supervisor I developed exceptional customer relations and communication skills in fast-paced environment, seeking to transition into new field. Excel at understanding customer needs and resolving issues efficiently, ensuring satisfaction and loyalty. Looking to leverage these skills to bring value and adaptability to new role in dynamic setting.

Customer Service Team Leader at Alorica Philippines (2024-10 – 2026-02)

Team Lead managing customer service operations and agent performance

• Monitored call quality of Agents and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Handling escalation call improved customer satisfaction by effectively resolving escalated issues and providing timely support.
• As a Team Lead, I assisted agents in handling concession requests by reviewing cases, verifying customer concerns, and ensuring that requests were in line with company policies.

Costumer Service Associate at Alorica Philippines (2022-09 – 2024-10)

Customer service associate handling customer inquiries and complaints

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.

Production Operator at SHIN-ETSU MAGNETICS PHILS., INC. (2022-01 – 2022-09)

Production operator managing manufacturing operations and safety

• Supported workplace safety through strict adherence to safety protocols and regular inspections of machinery.
• Documented production information via daily system logs and discussed issues with management.
• Increased overall output by effectively managing resources and prioritizing tasks according to deadlines.

High School Diploma – San Agustin National High School (2015 – 2021)