Edzen G.
Senior Customer Service Specialist
Open to offersNew to PlatformPortfolios
About
Edzen Z. G. is a seasoned Customer Service Specialist with over a decade of experience in the financial services sector within high-volume BPO environments. His expertise spans customer support, collections, account management, and team coaching. Notably, Edzen has been recognized as a multi-year Top Performer and Subject Matter Expert, demonstrating a proven ability to exceed KPIs, resolve complex customer issues, and foster agent development. His career includes a role as a Telesales Representative at Pioneer Insurance, where he assessed customer needs for insurance products, ensuring a clear understanding of policy features and enhancing customer relationships. At TSD Global, Edzen excelled in handling financial service accounts, consistently earning Top Performer status and supporting his team with process improvements and escalation management. His technical proficiency includes the use of Microsoft Office and CRM systems, underscoring his capability in data entry and documentation.
Experience
Telesales Representative – Licensed Agent
Pioneer Insurance · 2026 — 2026Performed outbound calls to pre-qualified bank clients to promote insurance products. Evaluated customer needs and recommended appropriate insurance options tailored to their financial objectives. Communicated policy details, including features and coverage, in a compliant and clear manner. Fostered relationships with customers while addressing inquiries and concerns, ensuring informed decisions. Maintained focus on achieving sales and quality targets, while adhering to insurance regulations and company policies. Kept precise customer records within the company systems and followed up with potential clients to enhance conversion chances.Customer Service Representative – Sales/Collections
TSD Global / Movate · 2019 — 2025Achieved consistently high performance metrics in areas such as quality and customer satisfaction. Recognized multiple times as a Top Performer for exceptional service in managing financial service accounts. Engaged in both inbound and outbound customer communications, resolving complex inquiries in line with company and client policies. Acted as a Subject Matter Expert (SME), offering support and guidance to new and existing agents. Contributed to training and process updates, assisting team leaders in managing escalations.Customer Service Representative
Concentrix · 2019 — 2019Handled customer inquiries regarding billing, disputes, maintenance, and service retention. Provided swift and accurate solutions, achieving high levels of customer satisfaction. Applied effective problem-solving and communication skills in a dynamic work environment.Agent / Subject Matter Expert (SME)
TSD Global Manila · 2016 — 2018Oversaw collections and recovery activities related to customer accounts, ensuring performance targets were met. Offered coaching on procedures, compliance guidelines, and effective customer handling techniques to agents. Addressed and resolved intricate customer issues, enhancing operational efficiency and promoting to SME due to strong performance.Store Keeper (Receiving & Dispatch Unit)
Trevi Warde, Dubai, UAE · 2014 — 2015Managed inventory accuracy through diligent stock monitoring and documentation processes. Facilitated receiving, storage, and dispatch operations to meet delivery deadlines. Ensured adherence to inventory control protocols and maintained workplace safety standards.
Skills & Expertise
Education
- Hotel and Restaurant Services (NC II Holder)TESDA · 2013 — 2014
- High School Diploma (ALS Program)Gregoria de Jesus Elementary School
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