Norman Tanio

Experience

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  Rescue 365 Corporation

  Jul 1994 - Jan 1995

  Account Executive

  - Prospecting car owners and offering them autoclub membership.- Assistance in selling the cars of the club members.- Assistance in the insurance of the new cars of the members

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  Philippine Wireless Incorporated (Pocketbell)

  Feb 1995 - Aug 2000

  Telecommunicator/Verifier

  - Encoding messages, confirming the message upon the callers’ request before it is sent.- Handling complaints of the subscriber.- Retrieving messages of the subscriber.- Reading, resending the messages upon the request of the subscriber.

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  SPI Technologies Incorporated

  Oct 2000 - Oct 2001

  Team Leader/Quality Control Inspector

  - Responsible for the inspection of project’s preliminary, paid test and live files based on client’s specifications and quality standards.- Study and analyze client specifications and requirements.- Coordinates with the SQAS as to quality control points and other quality checking requirements.- Perform inspection of projects based on client’s specifications and quality standards.- Update on-line project status.- Ensure timely submission and completeness of reports required by the position.- Ensure the files delivered are meeting the project requirements and accuracy.- Coordinate with the Project Team on quality-related matters. Attend project meeting when necessary. Show less

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  Hellocorp Philippines

  Jan 2002 - Apr 2003

  Assistant Team Leader/Customer Care Consultant

  - Provides information for clients with regards to the status of their orders.- Informs members on the latest offers wherein they could avail discounts and/or easy payment plans.- Make issues or follow-ups on the delivery of the members’ packages. - Addresses issues/complaints referred to by agents- Assist agents in their chat engagements if necessary- Assist Team Leads in their daily routines- Provide feedback on areas/aspects of operations which needs improvement.- Perform other duties as required. Show less

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  Kgb Philippines, Inc.

  Aug 2003 - Apr 2008

  Customer Service Representative

  - Handle customer calls in a timely manner. Provide consistent, high quality service and accurate information to customers.- Handle customer calls; provide excellent service and information to customers as reflected in their QA score and CPT. - Attend team and call center meetings.- Perform other related duties as assigned.

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  APAC Customer Services

  Jun 2008 - Sept 2010

  Customer Service Representative

  - Receives and handles routine in-bound customer telephone calls.- Greets customers and introduces him to establish rapport.- Obtains and enters relevant customer information.- Listens to customers’ explanation to gain a general understanding of the reason for their call.- Asks customers questions to determine the specific purpose of their call.- Uses available computer system and/or online application to access information needed to assist customers.- Determines a course of action based on available information to resolve customer issue.- Refers customers to appropriate party if required to resolve their issue.- Informs customers of the action(s) take to bring closure to their call.- Takes steps to ensure customers are satisfied with the action taken to bring closure to the call and asks for additional service requests.- Resolve basic customer questions, complaints, and requests.- Follows up as required after calls to execute agreed upon actions.- Documents the pertinent facts surrounding customer call in computer system to maintain accurate account history.- Assist other team members and supervisor as needed. Show less

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  EPerformax

  Jan 2011 - Feb 2014

  Customer Service Representative

  - Handle customer calls, emails, chats - Resolve / troubleshoot customer issues / concerns - Answer customer questions - Locate customer request in client Knowledge Base and provide answer, information, next steps, etc. - Conduct product / service inquiry research- Update, notate, add, etc. customer information in account database in client system - Initiate customer requests through client systems - Escalate / transfer calls as necessary Show less

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  Convergys

  Mar 2014 - Dec 2016

  Customer Service & Problem Resolution Representative II

  - Handle customer calls and emails - Schedule service requests by customers. - Answer customer questions - Locate customer request in client Knowledge Base and provide answer, information, next steps, etc. - Checks customer data information for compliance- Update, notate, add, etc. customer information in account database in client system - Places orders of customers for request for service

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  Best Place to Work

  Feb 2017 - now

  Associate

  - Receives customer calls in a call center environment- Continuously provide high quality service to achieve maximum customer satisfaction within the specified performance level agreements.- Responsible for relationship building and account management while resolving customer inquiries in a professional manner.- Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.