ERICSON T. MISLANG
Baguio City
Summary
A dedicated customer service professional who embraces new challenges by applying strong customer service, collaboration, and problem-solving skills. Committed to delivering exceptional service, building positive customer relationships, and achieving consistent, high-quality results in a fast-paced environment.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work history
Customer Response Advisor
Emapta Versatile Services Inc
Baguio
2025.07 - Current
- Respond promptly and professionally to customer enquiries, complaints, and feedback via email, live chat, and other digital communication channels
- Resolve customer issues, including parking charge enquiries, refund requests, booking amendments, payment disputes, and account-related concerns.
- Provide accurate information regarding NCP products, services, parking locations, tariffs, and terms and conditions.
- Investigate customer concerns by reviewing booking details, payment records, parking activity, and relevant system information.
- Maintain accurate and detailed records of all customer interactions using customer relationship management (CRM) systems
- Ensure all responses comply with company procedures, service level agreements (SLAs), and relevant legislation, including data protection requirements.
- Handle sensitive and challenging customer situations with empathy, professionalism, and effective problem-solving skills.
- Work collaboratively with internal teams to ensure timely resolution of customer issues.
- Meet individual and team performance targets, including quality, productivity, customer satisfaction, and response time metrics.
Keep up to date with company policies, operational changes, and system updates.
Customer Service Representative
SITEL
BAGUIO
2016.03 - 2022.09
- Conferred with customers by telephone to provide information about products and services, process account cancellations, and clarify account details.
- Resolved customers' service and billing complaints by processing refunds and adjusting bills as necessary.
- Verified that appropriate changes were implemented to effectively resolve customers' problems.
- Maintained records of customer interactions, detailing enquiries and complaints.
- Refer unresolved customer grievances to designated departments for further investigation.
Education
Bachelor - Library and Information Science
Benguet State University
Philippines 2008.06 - 2012.04
Skills
- Customer service expertise
- Customer service knowledge
- Customer interaction
- Microsoft Office proficiency
- Attention to detail
- Effective problem-solving and decision-making skills
- Multitasking under pressure
- Good organisational and time management skills
- Excellent written and verbal communication skills
- Team collaboration
Accomplishments
Top Trustpilot Survey Advisor Award Recipient
REFERENCE
- Jennifer, Balinggao, Team Leader, everydayurbest@gmail.com, 09702074248, EMAPTA
- Christopher Paloga , Team Manager,Christopher.Paloga@ncp.co.uk , 09178157980,EMAPTA
- Realonda Bumakil, Team Experts, Realonda.Bumakil@ncp.co.uk, 09667982903, EMAPTA
Timeline
Customer Response Advisor
Emapta Versatile Services Inc
2025.07 - Current
Customer Service Representative
SITEL
2016.03 - 2022.09
Bachelor - Library and Information Science
Benguet State University
2008.06 - 2012.04