Dennis Fajardo

Customer Service Professional with 8 years experience focus on  Customer Service seeking for a full time contact center role.

Inbound sales representative

Work History
Sep 2014 - Present

Inbound Sales Representative

TELETECH CUSTOMER CARE MANAGEMENT INC.

Answer phone calls and emails from current and potential customers to help them with their internet service requests such as activation,  plan changes, terminations, billing inquiries, and general customer requests.

Provide recommendations to potential and existing customers with available service offerings to include upgrade opportunities. 

Process payment with the use of credit cards.

Coordinate with other departments for customers issues such as reactivation of internet service due to faults, non payment, relocation and change of ownership.

Dec 2009 - Aug 2014

Quality Control Representative

INTERGLOBE TECHNOLOGIES INC

Monitor and evaluate calls using evaluation standards and forms

Provide immediate coaching to the agent after evaluation

Accountable for the performance of the assigned cluster

Acts as the point of contact in validating call quality related information

Works closely with other members of Training and Quality team to ensure effectiveness implementation of programs

Coordinates and facilitates call calibration sessions for call center staff

Handles escalated calls when required by operations

Sep 2007 - Nov 2009

Customer Service Representative

TELETECH CUSTOMER CARE MANAGEMENT INC.

Monitors and works with schedule changes in accordance with prioritixed service levels, including reprotection/rebooking for International flights

Works with customers in searching available flights

Processing airlines ticketing and cancellations using CRM tools

Problem solving for customers affected by schedule change

Follow company and airline policies and procedures

Education 

Education
Jun 1994 - Oct 1997

Bachelor Of Science in Commerce- Management

UNIVERSITY OF PERPETUAL HELP SYSTEM- Biñan Laguna

Graduated with A Degree

Jun 1991 - Mar 1993

Bachelor Of Science in Commerce - Accountancy

ADAMSON UNIVERSITY
Jun 1986 - Mar 1990

Secondary Education 

LICEO DE SAN PEDRO
Jun 1980 - Apr 1986

Primary Education

LICEO DE SAN PEDRO

SKILLSAND PROFESSIONAL DEVELOPMENT

Skills