Profile of Terrence Mychael Montecalvo

Terrence Mychael Montecalvo Customer Service Representative
5 years experience 0 projects worked Philippines
4.00$ /hr 0$ earned
Virtual Assistant

With a strong background in customer service and a proven ability to manage multiple tasks efficiently, I am confident in my ability to contribute significantly to your team’s success.

My experience for more than 5 years in this industry with different roles in different industries Customer Service Associate, Subject Matter Expert, Team Manager Trainee has equipped me with the ability to prioritize tasks, meet deadlines, and deliver high-quality work. I am proficient in Salesforce, CRM software, Google Workspace, Slack software, MS Word and MS Excel.

I believe my skills and experience align with your company’s goals, and I am eager to contribute to your continued growth and success.

Work History (0)

  • There are no activities yet.

Work Experiences

  • Customer Service Representative

    Full Potential Solutions Inc.

    June 2022 - November 2022

    My key responsibilities as Customer Service Representative are:

    Handling Incoming Calls: Answering customer calls promptly and professionally.

    Providing Information: Offering accurate and helpful information about products, services, and company policies.

    Resolving Issues: Troubleshooting customer problems and finding effective solutions.

    Managing Complaints: Handling customer complaints in a calm and empathetic manner.

    Building Relationships: Establishing positive relationships with customers through excellent communication and service.

    Feedback: Providing feedback to supervisors on customer experiences and trends.

    Continuous Improvement: Striving to improve customer service skills and processes.

    Working with Teammates: Collaborating with other team members to resolve customer issues.

  • Subject Matter Expert

    Full Potential Solutions Inc.

    November 2022 - May 2024

    My typical responsbilities as Subject Matter Expert are:

    Deep Understanding: Possessing a thorough understanding of the product, service, or industry.

    Always Updated: Keeping up-to-date with the latest developments and changes in their area of expertise.

    Sharing Knowledge: Effectively communicating their knowledge and expertise to call center agents.

    Knowledge Base Maintenance: Contributing to and maintaining a comprehensive knowledge base for agent reference.

    Escalated Issues: Handling escalated customer issues that require in-depth expertise.

    Root Cause Analysis: Identifying the root causes of recurring issues and implementing solutions.

  • Team Manager Trainee

    Full Potential Solutions Inc.

    May 2024 - September 2024

    My responsibilities as Team Leader Trainee are:

    Supervision: Overseeing the daily activities of a team of call center agents.

    Performance Evaluation: Monitoring agent performance, providing feedback, and coaching to improve skills.

    Training and Development: Identifying training needs and developing training programs to enhance agent knowledge and skills.

    Motivation: Creating a positive work environment and motivating team members to achieve their best.

    Problem Resolution: Handling escalated customer issues and complaints.

    Reporting: Preparing and analyzing reports on team performance and identifying areas for improvement.

    Timekeeping: Tracking agent attendance and time off.

    Documentation: Maintaining accurate records and documentation.

    Compliance: Ensuring compliance with company policies and regulations.

Education

  • Bachelor of Secondary Education

    MATS College of Technology

    November 2014 - March 2019