GERROM S. BONTO Professional Summary Enthusiastic individual with 5 years’ progressive advancement and experience in BPO industry, including Customer Service and Sales Agent. Exercises strong leadership and team building abilities with emphasis on successful employee training programs and long-term retention. Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements. Skills • Skilled in call center operations • Customer interface expertise • Strong problem solving aptitude • Committed to maintaining data integrity • Data analysis • Outstanding ability to satisfy all continuing educational requirements • Strong written and verbal communication skills. • Multi-tasking and negotiation • Ability to perform repetitive tasks with a high degree of accuracy • Comfortable working independently with minimal supervision. Work Experience Customer Service Representative and Technical Support Representative (September 2014- October 2019) Sutherland Global Services- Camarines Sur IT Center IT Park, Provincial Capitol Complex, Pili City, 4418 • Effectively managed a high-volume of inbound and outbound customer calls. • Addressed and resolved customer product complaints empathetically and professionally. • Gathered and verified all required customer information for tracking purposes. • Accurately documented, researched and resolved customer service issues. • Managed high call volume with tact and professionalism. Homebased Chat Support (January,2020- February 2020) • Respond to customers on chat • Maintain client relationship for business and help the sales team in achieving target • Converse with clients in a polite and professional manner • Complete understanding of the different types of chatting modes • Quick thinker with ability to multi-task Education Bachelor of Science in Computer Engineering (June, 2013- March, 2014) University of Nueva Caceres- J. Hernandez Ave, Naga, Camarines Sur High school Diploma University of Nueva Caceres- J. Hernandez Ave, Naga, Camarines Sur