Open to opportunities

Ross Carlo Binaoro

@rosscarlobinaoro

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Customer service professional with over 10 years of experience.

Philippines

Message

What I'm looking for

I am looking for a role that values customer engagement and offers growth opportunities.

I am a dedicated customer service professional with over 10 years of experience in telephone, chat, and email support across various sectors including finance and telecommunications. My journey has equipped me with the resilience and flexibility needed to handle complex customer issues effectively. I am passionate about building long-term relationships with customers, driving brand loyalty, and enhancing overall customer engagement.

Throughout my career, I have excelled in roles such as Customer Ambassador at Upwork Enterprise, where I resolved freelancer account concerns with thoughtful and efficient communication. My experience at Keystone Insurance involved managing client inquiries and setting up callbacks for insurance agents, showcasing my ability to work under pressure while maintaining high service standards. I am committed to continuous improvement and thrive in environments that challenge my skills and allow me to contribute positively to customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Ambassador – High Value Freelancer Support

Upwork Enterprise

Jul 2021 - Jul 2024 (3 years)

Resolved freelancer account concerns regarding contracts, payments, account status, and disputes through live chat and email. Collaborated cross-functionally to resolve other user issues with thoughtful and efficient communication.

Live Chat Support Email Support Dispute Resolution Payment Processing Account Management Zendesk

Account Representative

Synchrony Bank GC Services International LLC

Sep 2014 - Jun 2016 (1 year 9 months)

Updated account status records and processed payments and refunds. Contacted delinquent customers to obtain payment arrangements.

Account Management Payment Processing Refunds Debt Collection

Customer Finance Advisor

TalkTalk Group, UK Transcom Worldwide (Philippines), Inc

Mar 2012 - Jul 2014 (2 years 4 months)

Received and sorted incoming payments, documenting significant client concerns and requests for future call purposes. Managed account statuses and balances, discussing itemized charges on bills when necessary.

Payment Processing Account Management Billing Customer Service Documentation

Customer Service Representative

H&R Block - Sutherland Global Services

Dec 2011 - Feb 2012 (2 months)

Handled general tax return inquiries and offered additional products and services to assist with tax return concerns. Assisted colleagues with complex and escalated calls, providing alternative solutions.

Tax Inquiry Resolution Customer Service Problem Solving

Customer Service Representative

Sykes Asia

May 2009 - Oct 2011 (2 years 5 months)

Provided and maintained excellent customer service for new and existing credit card holders upon card activation. Discussed credit card benefits and introduced credit monitoring services to maximize the activation process.

Customer Service Product Promotion Customer Engagement Relationship Building

Education

Degrees, certifications, and relevant coursework

Ateneo de Davao University

Bachelor of Arts, Interdisciplinary Studies minor in Media and Business

Completed a Bachelor of Arts in Interdisciplinary Studies with a minor in Media and Business. Gained comprehensive knowledge across various disciplines, preparing for diverse professional roles.