Kiona San Agustin
124 Chalan Jesus Tang St. Dededo, 96929
Summary
Dedicated Customer Service Representative committed to delivering top-notch care to ensure ultimate customer satisfaction. Strong drive and motivation. Actively seeking an opportunity to utilize exceptional communication and problem-solving skills to enhance customer satisfaction and make valuable contributions to the success of an organization. Known for hardworking nature. Eager and prepared to join next team, ready to make a positive impact.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Representative
Helpware
Hagatña Guam
01.2025 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Lifeguard/ Pool Attendant/ Club Manta
Hoshino Resort Risonare
Tamuning, Guam
09.2022 - Current
- Maintained constant surveillance of pool or body of water to appropriately react to emergency situations.
- Kept equipment in good working order with frequent inspections and minor repairs.
- Enforced all safety regulations and posted rules for patrons.
- Participated in monthly training courses to stay up-to-date in water rescue techniques.
- Observed swimmers from elevated chairs while scanning the entire pool deck.
- Adhered strictly to emergency action plans.
- Utilized training, rescue techniques and proper equipment to aid distressed people.
- Helped and instructed patrons using heavy and potentially risky recreational equipment.
- Educated patrons about safe swimming practices through public announcements.
Passenger Service Agent
Menzies Aviation
Tamuning, Guam
07.2024 - 09.2024
- Provided clients with assistance in preparing required travel documents and forms.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Coordinated ground transportation services for arriving and departing passengers.
- Weighed luggage and collected fees for excess baggage.
- Enforced airline policies such as smoking restrictions, carry-on item limits.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
Education
High School Diploma -
Tiyan High School
Barrigada, Guam05-2021
Skills
- Customer service
- Teamwork and collaboration
- Active listening skills
- Adaptability skills, communication, and interpersonal skills
- Dependability and time management
- Critical thinking and decision-making
- Microsoft software
- Conflict Resolution
- Empathy
- Patience
- Critical observation
Certification
- First Aid & CPR (American Heart Association)
Timeline
Call Center Representative
Helpware
01.2025 - Current
Passenger Service Agent
Menzies Aviation
07.2024 - 09.2024
Lifeguard/ Pool Attendant/ Club Manta
Hoshino Resort Risonare
09.2022 - Current
High School Diploma -
Tiyan High School