Open to opportunities

Laurence Bautista

@laurencebautista

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Results-driven customer service and technical support professional.

Philippines

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What I'm looking for

I am looking for a team-oriented role that enhances customer experience and allows for professional growth.

I am a results-driven customer service and technical support professional with over 4 years of experience in fast-paced environments. My expertise lies in addressing inquiries, troubleshooting technical issues, and building strong customer relationships. I possess excellent verbal and written communication abilities, which enable me to convey complex information clearly. I am passionate about problem-solving and committed to exceeding customer expectations.

Throughout my career, I have successfully assisted operations teams and led customer service representatives to improve sales and customer satisfaction metrics. My role as a Live Chat Advisor at Majorel Philippines allowed me to provide expert guidance on iOS and MacOS devices, ensuring a smooth user experience for customers. I take pride in my ability to diagnose and resolve a wide range of software and hardware issues, contributing to enhanced customer satisfaction and loyalty.

Experience

Work history, roles, and key accomplishments

Live Chat Advisor

Majorel Philippines

Jan 2020 - Present (5 years 6 months)

Provided expert guidance on iOS and MacOS devices, addressing general inquiries and delivering valuable insights tailored for students. Facilitated seamless App Store transactions, including in-app purchases and subscription management, ensuring a smooth user experience. Diagnosed and resolved a wide range of software and hardware issues through global chat support, contributing to enhanced custom

Technical Support iOS MacOS app store Troubleshooting Live Chat Support Customer Satisfaction software issues

Customer Service Associate

VXI Global Holdings

Jan 2019 - Present (6 years 6 months)

Delivered exceptional customer service by enhancing the overall customer experience. Managed inbound calls, resolving programming and billing inquiries. Exceeded customer expectations, providing exceptional support on calls. Led the sales team, driving performance and results.

Customer Service Inbound Billing Sales Customer Satisfaction Problem Solving Communication Product Knowledge Team Leadership CRM Software

Customer Service Associate / SME

Sitel Philippines

Jan 2018 - Present (7 years 6 months)

Assisted the operations team by supporting the team lead in managing groups of 10 to 14 members. Developed customer service representatives
(CSRs) skills, leading to significant improvements in sales, customer surveys, and repeat business metrics. Enhanced campaign sales performance by creating targeted strategies for CSRs to focus on key metrics.

Customer Service Team Leadership Sales Customer Relationship Management Performance Improvement Training Development Data Analysis Communication Problem Solving Strategic Planning

Education

Degrees, certifications, and relevant coursework

Palaris Colleges

NCII, Computer Hardware Servicing

2014 - 2017

Completed a comprehensive program in Computer Hardware Servicing, gaining practical skills in diagnosing, repairing, and maintaining computer systems. Developed expertise in various hardware components and troubleshooting techniques.