Paul Michael Alfonso

Customer Service Representative

Message

Intro

Imus, Philippines

Studied Web Development at Far Eastern University

Joined April 2, 2025

Skills

Languages

English

Advanced

About

I'm a Customer Service Specialist with three years of experience, including one year as an Accounts Receivable Analyst specializing in collections. My background involves handling high volumes of customer inquiries, resolving disputes, and ensuring timely payments while maintaining positive customer relationships. In my customer service roles, I have assisted customers through multiple communication channels, including phone, email, and chat, ensuring efficient and accurate support. I am skilled in de-escalating difficult situations, troubleshooting issues, and providing clear, concise information to customers. My ability to handle multiple conversations simultaneously, while maintaining professionalism and empathy, makes me well-suited for a fast-paced chat support environment. Additionally, my proficiency with CRM platforms like Salesforce allows me to track customer interactions, update records, and streamline workflows efficiently. My experience in accounts receivable collections has strengthened my attention to detail, analytical skills, and ability to handle billing and payment-related concerns effectively. I am passionate about delivering excellent customer experiences and continuously improving processes to enhance efficiency. I thrive in roles where I can apply my problem-solving abilities, strong communication skills, and technical proficiency to assist customers and contribute to a team-oriented environment.

Experience

Otterbox

Jan 2023 – Mar 2025

Philippines

Customer Service Representative

Providing support through multiple channels, including email, and chat. Responsibilities encompass handling customer inquiries with billing concerns, order tracking and mostly processing warranty claims, and offering product information.

Zoom Video Communications

Feb 2023 – Dec 2024

Philippines

Accounts Receivable Analyst

Contacting assigned customers via various communication channels to manage collections. Working closely with customers and internal teams to address billing and collection inquiries. Analyzing collection patterns and recommending recovery strategies to enhance operational efficiencies.

Verizon Communications Wireless

Nov 2022 – Feb 2023

Philippines

Technical Support and Sales Representative

Address customer inquiries about services, billing, and policies, ensuring first-call resolution and maintaining accurate service records. Identify customer needs to offer suitable Verizon products and services, aiming to meet sales goals and enhance the customer experience

Amazon

May 2018 – Apr 2019

Philippines

Customer Service Representative

Assist customers with technical tasks related to Amazon's website and services, ensuring smooth navigation and usage. Serve as the primary point of contact for customers via phone, chat, and email, handling questions about orders, products, payments, and website navigation.

Education

Far Eastern University

Jun 2012 – Jun 2016

Bachelor of Science in Information Technology, Web Development