Allen Policarpio Andres

Receptionist at New Asia Golf & Spa Resort – Tarlac

Welcomed guests, directed inquiries, maintained a clean and professional reception area, managed visitor logs and data input, and provided information on products and services.

Customer Service Representative at Sutherland Global Services – Tarlac

Answered inbound calls, provided product and service information, resolved customer complaints using internal software, documented interactions, and identified trends for management.

Back Office Representative at Sutherland Global Services – Tarlac

Answered emails, provided product and service information, researched and resolved customer issues using internal software, documented call information, and supported procedures.

Call Center Representative at Teletech Customer Care Management – Tarlac

Answered inbound calls, provided product and service information, researched and resolved customer complaints, processed orders, documented call information, and identified trends; upsold products as applicable.

Call Center Representative at Teletech Customer Care Management – Tarlac

Answered inbound calls, provided product and service information, researched and resolved customer complaints, processed orders, documented call information, and learned company products and procedures.

Call Center Representative / Subject Matter Expert / Temporary Team Manager at Sutherland Global Services – Tarlac

Handled escalated calls, followed up on customer calls, coached team, monitored performance, implemented strategies to achieve goals, and collaborated with other departments to meet objectives.

Collections Representative at iQor Philippines, Inc – Pampanga

Made outbound calls to collect overdue payments, negotiated settlements, updated accounts, documented collection activities, and followed up on broken promises.

Customer Service Representative/ Sales Representative / Subject Matter Expert at Foundever – Tarlac

Handled escalated calls, provided product and service information, performed upsell/cross-sell, processed orders, and tracked trends; answered questions about products and procedures.

Real Time Analyst at Foundever – Tarlac

Monitored KPIs, tracked call volume and performance, managed agent availability and adherence to schedules, analyzed real-time data, and suggested improvements.