Kio Cholo Villanueva
Customer Service | Subject Matter Expert
Kuala Lumpur,KL
Summary
Adept at strategic thinking and creative solutions, I significantly enhanced team performance and customer satisfaction. My expertise in training and mentoring, coupled with strong analytical skills, led to process efficiencies and improved service delivery, achieving a notable increase in team productivity and client loyalty.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Subject Matter Expert
Concentrix
05.2023 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Customer Service Representative
Concentrix
07.2023 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Account Specialist
TDCX
01.2022 - 05.2023
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Completed routine and complex account updates to resolve problems.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Billing Specialist
Acquire BPO
10.2020 - 10.2021
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
Tier 3 Technical Support Representative
TTEC
07.2017 - 10.2023
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Developed custom solutions for unique client requirements, leading to increased customer satisfaction and loyalty.
- Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
Technical Support Representative
TTEC
04.2015 - 07.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
Associate of Science - Web Application Development
AMA Computer Learning Center
Bulacan, Philippines 06.2012 - 05.2014
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Problem-solving abilities
Teamwork and collaboration
Effective communication
Multitasking
Time management
Decision-making
Active listening
Accomplishments
- Supervised team of 13 staff members.
- Shared scripts and published in the chat tool for the agents to use
- Participated in CCAS (Contact Center Association of Singapore) and bagged Silver for Mystery Shopper (Webchat) category
Timeline
Customer Service Representative
Concentrix
07.2023 - 05.2024
Subject Matter Expert
Concentrix
05.2023 - Current
Account Specialist
TDCX
01.2022 - 05.2023
Billing Specialist
Acquire BPO
10.2020 - 10.2021
Tier 3 Technical Support Representative
TTEC
07.2017 - 10.2023
Technical Support Representative
TTEC
04.2015 - 07.2017
Associate of Science - Web Application Development
AMA Computer Learning Center
06.2012 - 05.2014
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