Steve John Mark Perales

Process Adherence: Understanding and following established processes to ensure high efficiency and quality in service delivery.
Multitasking: The ability to handle multiple tasks simultaneously, especially in call centers e.g., managing calls while updating records.
Knowledge of KPIs: Familiarity with Key Performance Indicators KPIs such as Average Handling Time AHT, Customer Satisfaction CSAT, and First Call Resolution FCR.
Active Listening: Understanding customer concerns through listening and asking the right follow up questions.
Problem Solving: Ability to quickly assess customer issues and provide effective solutions, often under time pressure.
Empathy & Patience: Understanding customer emotions and maintaining professionalism, especially in challenging situations.
onflict Resolution: Handling difficult situations with tact and diplomacy to avoid escalation.
Adaptability: Adjusting communication and service style to fit different customer needs.
Teamwork: Ability to work