ARIEL L. GUCOR
Lapu Lapu City,Philippines
Summary
Accomplished customer service professional with extensive experience in managing end-to-end transactions and providing exceptional support across multiple channels. Proven track record as a Subject Matter Expert, enhancing process compliance and service quality through training and coaching. Expertise in technical support, client relations, and fraud prevention strategies, with proficiency in CRM tools such as Zendesk and Salesforce. Adept at incident documentation, case management, and conflict resolution, ensuring accurate investigations and timely resolutions. Career goal: to leverage skills in a challenging role that fosters professional growth while contributing to organisational success.
Overview
6
6
years of professional experience
Work History
Junior Customer Care Associate
WorldRemit
Cebu City
10.2023 - 05.2024
- Managed end-to-end money transfer transactions and customer accounts, ensuring accuracy, security, and compliance with company policies.
- Reviewed and verified transactions to detect and prevent fraud while handling customer inquiries across phone, chat, and email channels.
- Assessed and approved customer transactions once all verification criteria were met, ensuring funds were released safely to the receiving party.
- Promoted to Subject Matter Expert after six months; provided training, coaching, and real-time floor support to new and tenured agents to improve process compliance, service accuracy, and overall quality of support.
Support Ambassador (Airbnb)
TDCX Philippines
Cebu City
03.2022 - 09.2023
- Assisted travellers with booking issues such as cancellations, disputes, reservation errors, and urgent itinerary changes.
- Facilitated conflict resolution between guests and hosts by reviewing case details, verifying evidence, and issuing final decisions.
- Managed payment disputes and discrepancies to ensure accurate investigations and timely resolutions for all parties involved.
Customer Service Representative / Subject Matter Expert
Qualfon Philippines, Inc.
Cebu City
10.2018 - 03.2022
- Provided comprehensive customer support, including account investigations, issue resolutions, payment assistance, and service scheduling for diverse customer requirements.
- Served as subject matter expert; facilitated training, coaching, and real-time support for new and experienced agents, enhancing accuracy and service quality.
- Managed high-volume inbound calls, chat, and email inquiries while ensuring detailed and accurate case documentation.
Education
Bachelor of Science - Information Technology
Holy Name University
Tagbilaran, BOHSkills
- Technical support and troubleshooting
- Customer support and client relations
- Incident documentation and case management
- De-escalation and problem resolution
- Time management and multitasking
- Support via voice chat and email
- CRM tools: Zendesk, Salesforce, and ticketing systems
- Payment review and transaction verification
- Fraud prevention strategies
- Call handling expertise
- Workload prioritisation
- Telephone etiquette
- Composure under pressure
- Live chat operation
- Clear communication
- Customer retention tactics
- Salesforce CRM
- Customer experience
- Technical support
Languages
English
Proficient
C2
Hobbies and interests
- Reading articles, books, and current news to stay informed and expand knowledge
- Exploring new topics and learning opportunities that add value to personal and professional growth.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Junior Customer Care Associate
WorldRemit
10.2023 - 05.2024
Support Ambassador (Airbnb)
TDCX Philippines
03.2022 - 09.2023
Customer Service Representative / Subject Matter Expert
Qualfon Philippines, Inc.
10.2018 - 03.2022
Bachelor of Science - Information Technology
Holy Name University