Customer Service Representative / Agent - BILL GOSLING OUTSOURCING - 15th Floor, Two World Square, Upper McKinley Road, Fort Bonifacio, Taguig City
(2025-05 - 2025-09)
Affirm Holdings Inc. / Financial account
- Handle high-volume inbound and outbound calls related to loan and account services.
- Provide accurate assistance on balance inquiries, fund transfers, loan applications, payment processing, and account verification.
- Deliver exceptional customer service and financial support while maintaining a high level of professionalism and empathy.
- Ensure strict adherence to banking regulations, KYC (Know Your Customer) standards, and data privacy policies.
- Identify and resolve billing discrepancies, transaction errors, and fraud-related concerns promptly and accurately.
- Maintain up-to-date and detailed customer records using CRM systems and call center software.
- Meet and exceed performance metrics, including call handling time, customer satisfaction (CSAT), quality assurance (QA) scores, and First-call resolution (FCR).
- Collaborate with internal departments such as collections, fraud prevention, and account management to resolve escalated issues.
- Participate in ongoing training programs to stay updated on financial products, compliance regulations, and company procedures.
- Demonstrate strong communication, problem-solving, and conflict-resolution skills to enhance customer service experience.
Customer Service Representative / Agent - INDIGO RENT A CAR DMCC (DUBAI) - JLT Cluster T, Dubai, United Arab Emirates
(2023-10 - 2025-04)
- Greet customers in a friendly and professional manner, assisting in the rental process.
- Process rental agreements, reservations, extensions, and returns efficiently in the company system.
- Verify customer identification, driver's licenses, insurance coverage, and payment methods in accordance with company policies.
- Explain rental terms, conditions, insurance options, and vehicle features clearly to ensure customer understanding.
- Handle customer inquiries, complaints, and requests promptly and professionally to maintain a high level of satisfaction.
- Inspect vehicles before and after rental for damages, cleanliness, and fuel levels; record findings accurately in the system.
- Coordinate with the fleet and maintenance teams to ensure vehicles are cleaned, serviced, and available for rental.
- Upsell and promote additional products and services (e.g., GPS, insurance, upgrades) to maximize revenue.
- Process payments, deposits, refunds, and prepare daily financial reports or reconciliations.
- Maintain accurate records of transactions, contracts, and customer information.
- Assist in managing vehicle inventory, availability, and scheduling to meet customer demand.
- Follow all company policies, safety procedures, and customer service standards.
- Support other branches or departments when necessary to ensure operational efficiency.
Customer Service Representative - LIFE PHARMACY LLC (DUBAI) - Al Wasl Road, Jumeirah 1, Dubai, UAE
(2022-07 - 2023-08)
Nature's Life Pharmacy
- Processed 100+ online and phone orders daily with high accuracy, ensuring timely delivery and customer satisfaction.
- Verified prescriptions, patient details, and insurance coverage to maintain full compliance with pharmacy and data privacy regulations.
- Coordinated closely with pharmacists, dispatchers, and delivery teams to ensure correct order preparation and on-time dispatch.
- Reduced order processing errors by 20% through consistent double-checking of prescription details and product barcodes.
- Managed order tracking, follow-ups, and customer notifications to enhance communication and delivery transparency.
- Handled cashless and online payments securely, maintaining a 100% record of accurate financial transactions.
- Provided professional assistance through phone, chat, and email, resolving inquiries and complaints promptly to achieve a 95% customer satisfaction rate.
- Promoted wellness products, healthcare packages, and loyalty programs, increasing repeat orders and upselling by 15%.
- Monitored product inventory, reported low-stock and near-expiry items, and assisted in reordering to maintain product availability.
- Maintained accurate and updated electronic records for prescriptions, transactions, and customer communications.
- Ensured compliance with company policies, cold chain storage standards (when applicable), and delivery safety protocols.
- Collaborated with the logistics team to optimize delivery schedules and routes, helping reduce late deliveries by 10%.
- Contributed to smooth daily operations by maintaining strong coordination between the pharmacy, warehouse, and customer support departments.
Store Attendant / Station In-Charge - Abu Dhabi National Oil Company - Dubai Retail Department, Dubai
(2013-03 - 2022-02)
- Directed daily operations of a high-volume retail fuel station, ensuring full compliance with ADNOC safety, quality, and service standards.
- Led and coached a team of 15+ employees, boosting team performance and reducing operational errors through regular training and performance reviews.
- Streamlined daily auditing and inventory processes, reducing stock discrepancies by 20% through accurate monitoring and control.
- Implemented structured reporting systems that improved reporting accuracy and reduced submission time by 30%.
- Increased sales and customer satisfaction by analyzing sales trends, identifying peak periods, and optimizing staff allocation during rush hours.
- Ensured smooth operations by maintaining consistent stock levels, supervising deliveries, and monitoring cash flow to meet daily targets.
- Strengthened compliance and workplace safety by enforcing company policies and conducting regular hazard and equipment checks.
- Successfully managed and verified daily cash deposits through SCDM and SRVA systems, ensuring 100% accuracy and accountability.
- Conducted random audits of cash and stock, investigated discrepancies, and implemented corrective measures that improved audit results by 15%.
- Coordinated incident reporting and follow-ups, ensuring all safety, theft, and employee issues were properly documented, investigated, and resolved.
- Enhanced branch performance by evaluating financial and operational reports, initiating corrective actions, and maintaining operational excellence standards.
