Hire World-Class, High Performing, Vetted Customer Service Representatives.
Cut Labor Costs by 70%

• Encodes customer details into the system
• Entering the Customer’s monthly subscription plan as well as the discounts, taxes and total amount of payment
• Entering Invoice numbers, date and amount in to the customer card to reflect into the system
• Making sure that all the details in the CRM are correct
• Adding notes to the Customer Card if needed so the Customer Support can answer any inquiries from the customer 
• Updating payment details, adding due dates and updating the subscription of the customers

• Cooking and Food Preparation: Operate fryers to cook fried menu items, such as French fries, chicken, and other fried products, according to company standards. Ensure that food is cooked to the proper temperature and meets quality standards.

• Food Safety and Hygiene: Follow food safety protocols, including proper handling, storage, and preparation of ingredients. Maintain cleanliness and sanitation of the fryer area, utensils, and equipment.

• Inventory Management: Monitor inventory levels of raw materials like oil, breading, and frozen products. Inform supervisors of any shortages or replenishment needs.

• Quality Control: Regularly check the appearance, taste, and texture of cooked products to ensure they meet company guidelines. Discard any items that do not meet quality standards.

• Time Management: Ensure orders are prepared quickly and efficiently to meet customer demand, especially during peak hours. Coordinate with other kitchen staff to maintain smooth workflow.

• Customer Service Support: Assist in packing or serving fried products when needed, ensuring timely delivery to customers.

• Equipment Maintenance: Perform routine checks on fryers and other kitchen equipment, reporting any malfunctions to the manager. Replace oil in fryers as per schedule to maintain food quality.

• Team Collaboration: Work closely with other team members to ensure overall kitchen operations run smoothly. Support other roles in the kitchen during high-demand periods or when staff is short-handed.

• Creates daily, weekly and monthly report 
• Handles back-of-house high-level of escalation process
• Training newbies in the team
• Assisting/helping agents if there are lot of workload in our daily task
• Making sure that there’s no pending task left before the end of the shift

• Creates daily, weekly and monthly report 
• Handles back of-house high-level of escalation process.
• Training newbies in the team
• Assisting/helping agents if there are lot of workload in our daily task
• Making sure that there’s no pending task left before the end of the shift

• Provide basic life support and standard first aid training and seminars for medical practitioners and rescuers nationwide
• Response to disaster preparedness and rescue

• Handles complaints, orders, billing issues and activations.
•  Performs troubleshooting for NBN BROADBAND, ADSL, CABLE AND WIRELESS including email issues
• Creates report and handles back of house high level of escalation process.

• Handling Team’s Performance and Monthly Review
• Processing orders for back office
• Report to the client directly through email, chat and video calls
• Process improvement for the client
• Performing Fraud Investigation and analysis

• Handles new applications for crypto user
• Investigates Fraudulent and suspicious activity
• Verifying client credentials through legal documents provided
• Provides email support to clients that need assistance

The position works alongside other Scheduling Consultants who together are responsible for the completion of the daily bookings through outbound calls to tenants, scheduling appointments for field staff accurately and in a timely manner. The role also requires administrative, ad-hoc and urgent tasks to be completed as requested by the Team Leader.
The main duties and responsibilities of the Scheduling Consultant are:

• Making outbound calls to existing clients.
• Working within a CRM database to book/schedule jobs based on technician availability/accreditation and appropriate zoning.
• Work in a fast-paced capacity to correct real-time issues.
• General administration tasks as required.
• Ad hoc activities as requested by the Team Leader.

• The Customer Acquisition Rep is responsible for acquiring new customers through outbound and inbound inquiries
• This position is responsible for reaching out to potential customers and delivering a sales presentation with passion, commitment, courtesy, and professionalism
• Additionally, this position uses unwavering customer service and high ethical selling standards
• This position is responsible for building trust and rapport with Commercial Sales B2B customers
• Serve as the first point of contact for Sears Commercial customers
• Generates leads that will become lifetime customers for the Company

• Managing a large amount of inbound and outbound calls in a timely manner
• Following call center scripts when handling different topics
• Identifying customer’s needs, clarifying information, researching every issue and providing solutions
• Appointment Setter
• Contacting potential customers and arranging sales calls
• Making approximately a hundred calls or emails per day
• Responsible for keeping records of potential clients and of their productivity
• Virtual Assistant
• I am performing various administrative tasks, including answering emails,
• Answering phone calls, scheduling meetings, and making travel arrangements.
• Social Media Marketing
• Recruitment Specialist
• Managing the daily running of my call center including sourcing equipment, effective resources, planning and implementing call center strategies
• Ensuring all relevant communications, records, and data for my agents.
• Handling sourcing of candidates in high-quality or volume environment
• Recruiting or searching for candidates from different search engines like LinkedIn, Craigslist, Job Street, etc.

• Prepare and serve food
• Process customer payments, and provide customer service

• Collection Department – credit/collection, processing credit card/loan applications, financial account
• Provides comprehensive and quality customer care at all times
• Apply and learned knowledge and procedures when servicing customer queries
• Communicate effectively and efficiently with internal and external customer care
• Ensures customer satisfaction in all transactions
• Ensures validity and confidentiality of clients’/customers information

• Service Crew - prepare and serve food
• Process customer payments, and provide customer service

• Dealing with telephone and email inquiries
• Offering a property investment from international.
• Arranging appointments
• Utilized computer technology to handle a high volume of calls
• Providing high-level administrative and executive support for management.

Receptionist

• Welcomes visitors by getting them in person or on the phone, answering or referring inquiries
• Directs visitors by maintaining employee and department directories, and giving instructions
• Maintains security by following procedures, monitoring the logbook, and issuing visitor’s badges.

Personal Assistant

• Screening telephone calls, inquiries, and requests, and handling them when appropriate
• Welcoming the CEO’s guests
• Organizing and maintaining the CEO’s diary and making appointments, and available time, word processing, dealing with correspondence, writing emails/letters and corporate documentations/SOP’s/policies (further information on such detailed herein), taking dictation
• Typing minutes of meeting reports; organizing meetings
• Ensuring the CEO’s well-prepared for meeting/business trips, and preparing meeting agendas

Admin Assistant

• Designing and producing documents, briefing papers, reports, and presentations
• Organizing corporate and company entertainment, management meetings, and events
• Devising and maintaining office systems, including data management, filing, etc.
• Performs general clerical duties to include but not limited to: photocopying, fixing, mail distribution, and filing
• Coordinates using Microsoft Office, such as Excel, Publisher, Word, and PowerPoint
• Sourcing and ordering stationery and office equipment

Administrative Coordinator:

•  Prepare payment certificates
• Prepare correspondence to government authorities, clients, and supplies
• Following up and processing all government permits and certificates
• Provides necessary support for the staff
• Manage all procurement requests
• Dealing with finance
• Manage all administrative reports
• Conducting interviews
• Responsible for the company’s petty cash

Managing Staff / Human Resource Manager

• Full staff scheduling
• Schedule an appointment management
• Track product inventory
• Send appointment reminders
• Business reporting
• Monitoring leadership
• Staff recruitment
• Marketing & Promotion
• Financial Management
• Prepares employees for assignment by establishing and conducting orientation and training programs.
• Maintains management guidelines by preparing, updating and recommending human resource policies and procedures.
• Complete human resource operational requirements by scheduling, assigning employees and following up on work results.
• Maintains human resource staff recruiting, selecting, orienting, and training employees.

•  Managing a large amount of inbound and outbound calls in a timely manner.
• Following call center scripts when handling different topics
• Identifying customerʼs needs, clarifying information, researching every issue, and providing solutions
• Appointment Setter
• Contacting potential customers and arranging sales calls
• Making a hundred calls or emails per day
• I am also responsible for keeping records of potential clients and of their productivity
• Virtual Assistant
• Performing various administrative tasks, including answering emails, answering phone calls, scheduling meetings, and making travel arrangements
• I was also in charge of the Social Media Marketing
• Recruitment Specialist
• Managing the daily running of my call center including sourcing equipment, effective resources, planning and implementing call center strategies
• Ensuring all relevant communications, records, and data for my agents
• Handling sourcing of candidates in high-quality or volume environment
• Recruiting or searching for candidates from different search engines like LinkedIn, Craigslist, Job Street, etc.

• Deliver superior service and maximize customer satisfaction
• Respond efficiently and accurately to customer complaints
• Regularly review product quality and research new vendors
• Organize and supervise shifts
• Appraise staff performance and provide feedback to improve productivity
• Estimate future needs for goods, kitchen utensils, and cleaning products
• Ensure compliance with sanitation and safety regulations
• Manage the restaurantʼs good image and suggest ways to improve it
• Control operational costs and identify measures to cut waste
• Create detailed reports on weekly, monthly, and annual revenues and expenses
• Promote the brand in the local community through word-of-mouth and restaurant events
• Recommend ways to reach a broader audience (e.g. discounts and social media ads)
• Train new and current employees on proper customer service practices
• Implement policies and protocols that will maintain future restaurant operations

•  Experienced in phone, email, and live chat support plus, experience in Customer Service Sales,
• Billing collections, and Technical Support.
•  Strong verbal and written communication and comprehension skills.
•  A Computer literate and proficient in the use of Windows OS, Apple OS X, Microsoft Office,and Google applications.
• Can type at least 40 words per minute on chat
• I have good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction.
•  I am resourceful and able to multitask and have high attention to detail.

• My job revolves around generating and qualifying new and moving them through the sales pipeline, until they're ready to talk to your account Date of birth executives and other sales "closers." This two-step system lets sales reps and account executives focus on closing deals rather than finding new leads, getting past gatekeepers, and Gender other prospecting-related tasks.
• Equipped with well-researched information about target prospects and your company, SDRs Married build a solid understanding of the industry and sales process to spark meaningful conversations.
• As a result, I'm spending much of my time reaching out to potential clients through the early stages of the sales funnel, either preparing prospects to speak with a closer or screening their true intention to buy.

• Real estate appointment setters contact potential customers by phone to explain products, and services and purchase information about properties for sale.
• We use customer information -- for example, name, address, and telephone number  computerized database to initiate cold calls and deliver a scripted sales talk 

• Supplies both new and existing consumers
• Fixed technical issues, mostly with Bluetooth and WiFi, and the Onstar system
• Resolved billing questions
• Assisting clients in selecting the best service plan for them
• Supported offline advisors as they transitioned to being inbound agents by acting as their mentor
• Served as a Connection Center representative for General Motors, mostly assisting consumers with the creation of their online accounts and mobile applications

• Resolve all customer queries and follow established procedures as appropriate thereby providing alternatives, also, apply, superior service call handling skills to ensure best possible solutions and First Call Resolution to Card Members
• Adherence to quality and compliance guidelines
• Document necessary account information and offer custom solutions that benefit the customer
• Grow and nurture customer relationships on every interaction that results in measurable Customer value
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
• Ability to make quick decisions and respond to customer inquiries.

AVP, Customer Service
Apr 2021 - Oct 2021

• Title Change and Promotion after the company acquisition Continued to exemplify exceptional managerial skills by actively partnering and collaborating with US counterparts and Senior Leadership in driving process improvement, creating impactful policies, fostering training and development initiatives, and supporting career progression for the team.
• Enhanced operational efficiency by actively partnering and collaborating with US counterparts and Senior Leadership in various areas, including process improvement, policy creation, training and development, and career progression.

Manager, Customer Service
July 2011 - Apr 2021

• Led and managed a diverse team of Financial Services Representatives, proficient in handling inbound and outbound calls, e-mail support, chat support, fraud prevention services, Employee Stock Plans, and Mainstreet operations. Successfully sustained 24x7 Customer Service operations during overnight hours
• Conducted risk identification, assessment, reporting, and monitoring operations, ensuring adherence to US Financial Industry Regulatory Authority compliance. Reviewed existing risk management procedures and recommended improvements for enhanced effectiveness
• Implemented strategic initiatives aimed at boosting employee morale, driving performance, and consistently improving the overall customer experience
• Collaborated with domestic counterparts to streamline chat, email, and overnight operations, optimizing processes and increasing efficiency Revamped training and new hire onboarding processes while concurrently managing a regular Customer Service team
• Conducted comprehensive quality evaluations of representative interactions with clients, including calls, emails, and chat interactions
• Performed the critical role of Hiring Manager, overseeing the final recruitment process for Customer Service through interviews and selection
• Actively fostered the development of team members through coaching, training, delegation, and exposure to challenging tasks, unlocking their full potential
• Recognized with the Customer Service Achievement Award for outstanding leadership contributions
• Consistently rated as exceeding expectations in annual performance appraisals

• Project-based contractor tasked to document existing processes
• Collaborate with other relevant functions to develop new processes for both customer-facing and back-office associates

• Welcome first-time guests during Sunday services, ensuring a warm and engaging experience.
• Send personalized follow-up messages to acknowledge attendance and encourage further involvement.
• Invite guests to church gatherings, Life Groups, and LIFE Classes to foster deeper community engagement.
• Support the church's mission by building meaningful connections and guiding individuals in their spiritual journey.
• Manage and update the church management system, maintaining an accurate database of over 2,000 members.
• Track each member's discipleship progress and spiritual growth journey, ensuring timely follow-ups and accurate records.

LOGISTICS
• Establish and maintain maximum and minimum consumables inventory levels
• Coordinate with the in-house sales team to promote accurate and timely processing of orders for customers
• Provide assistance in maintaining logistics planning tasks
• Scan orders into the computer and track shipments across multiple channels
• Approve timesheets associated with deliveries and pick-ups
• Administer and maintain inventory control program systems
• Support with the maintenance of logistics policies, procedures, support plans, and similar data.
• Manage and monitor the performance of the entire fleet, routing and schedule planning

ADMIN

• Oversee the administration of program files and relevant documents, including the filing of documents, physically and electronically;
• Registering and tracking all incoming and outgoing physical correspondence
• Perform receptionist, and operator tasks as needed
• Assist in the preparation and implementation of financial processes as needed
• Manage public information materials
• Manage equipment and assets
• Perform other logistical and administrative tasks within the program’s scope of activities, as instructed by management.

-SALES-

• Develop and execute sales strategies to achieve business objectives and revenue targets.
• Analyze market trends, identify potential customers, and explore new business opportunities.
• Collaborate with senior management to establish sales goals, budgets, and forecasts.
• Recruit, train, and mentor a high-performing sales team.
• Set sales targets and performance metrics for the team, and monitor their progress.
• Provide coaching, guidance, and support to improve individual and team performance.
• Conduct regular performance reviews and implement strategies to drive sales productivity.
• Build and maintain strong relationships with key customers and prospects.
• Understand customer needs and provide appropriate solutions and product recommendations.
• Coordinate with other departments, such as operations and logistics, to ensure timely delivery and customer satisfaction.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Monitor sales activities, track leads, and manage the sales pipeline.
• Prepare sales forecasts, reports, and presentations for management.
• Analyze sales data to identify trends, evaluate performance, and make data-driven recommendations for improvement.

• Cold calling to debtor for both Australia and NZ.
• Sending a correspondence / demand letter to debtor.
• Creating auto response for debtor's account
• Resolve accounts delinquency by suggesting urgent payment method, offer payment plan, referred to government consolidation agency.
• Resolve escalation and create reports.

• Receiving Inbound and performing outbound calls
• Collecting payment due amount for credit card members and advising payment for pros and cons.
• Helping credit card members by suggesting payment method to avoid account further in past due
• Providing resolution to Card Member to re-establish credit report

• Provide a satisfactory level of customer service to existing customers in relation to queries or concerns
• Managing and resolving customer complaints to prevent cases from being escalated to third-party organizations
• Positively and proactively resolve technical issues to bring them to a resolution
• Raising issues seen consistently across multiple sites with the Team Leader, Technical Support, and Warranty for further investigation and resolution implementation
• Liaising with product manufacturers to initiate and retrieve confirmation on warranty claims
• Creating return orders via a customer relationship management system to a satisfactory standard
• Liaise with installers in the field, arranging testing and resolutions
• Provide feedback on systems and workflows, to improve outcomes
• Maintain effective cross-team working relationships with all key stakeholders to ensure the customer experience is maintained to a high standard
• Assisting customers via inbound queue calls, with a required output of 40 calls per day and an average talk time (ATT) of less than 5 minutes
• Assisting team members in the Post-Installation team where required
• Attending team meetings and training sessions to improve knowledge and skills
• Other duties as required

• Handled initial troubleshooting for all Apple products.
• Research and follow up for emerging issues.
• Initiated customer interactions as per customers request.
• Handled escalations from tier 1 and 2.
• Completed reports for the internal engineering team for prevalent and emerging issues.
• Handled billing disputes and refund requests for all Apple services.

• Provide end user technical support for all Dell Products.
• Research and Diagnostics for problems related to computers and laptops.
• Scheduled calls for ongoing issues.
• Issue monitoring for unresolved issues.

• Handle all Incoming calls for Bank of America Credit cards.
• Provide customer support for credit card related issues.
• Device a payment plan for delinquent accounts.
• Research and resolve Billing disputes and Chargebacks.

• Taskd to provide end user troubleshooting for all Toshiba products. (I.E. Desktops, Laptops, All in One computers)
• Resolve all customer reported issues related to Toshiba products.
• Log and manage customer complaints.

• Handle incoming calls and customer inquiries thru ICARE.
• Provide Initial troubleshooting for customer's mobile devices.
• Schedule repairs or finding the nearest service center for customers.
• Device payment plans for delinquent customers.
• Manage billing related concerns for customers.

• Responding to inquiries about a company's products or services.
• Handling customer complaints.
• Processing orders and transactions.
• Resolving issues and troubleshooting technical problems.
• Providing order information and tracking details.

• Provide customer service as the first point of contact. 
• Plan truck pickups and deliveries.
• Monitor tracking events. 
• Organize drivers' calendars.
• Manage contact list. 

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Process orders on customers' behalf. 
• Handle customer complaints, offer appropriate solutions and alternatives within time constraints, and follow up to ensure resolution.
• I am responsible for diagnosing and repairing faults. 

• Handle computer subjects (software, programming, computer system)
• Prepare syllabus for every course once in a semester

• Take inbound calls
• Provide technical assistance to customers subcribed
• Handle and resolve software, hardware and networking issues

• Received awards of excellence as top associate
• Take outbound and inbound calls
• Provide technical assistance to customers owning a desktop
• Handle and resolve software and hardware issues
• Assigned as POC once in a week and distribute calls to teammates
• Track calls and analyze service tickets
• Do roll-outs and refreshers to inbound agents about callback process and guidelines

• Begin procedures, prepare the LAN Pos (cash counter) every start of the shift
• Make sure that garments/ items are displayed according to retail standards
• Assist customers in choosing what items will suit them
• Handle any store-related concerns, issues and complaints of customers
• Relay all store/customer-related issues to the store management for immediate action
• Request more stocks of fast-selling items
• Make reports for items which are not really selling well and those broken-sized items
• Assist in doing monthly inventory
• Set up designated sections before closing time
• Perform Day End procedures, count the total amount of money accumulated at the end of the day and tallying it with the system report
• Complete checklist for retail standards and day end report for the cash counter

• Handled billing issues for UK mobile phone customers
• Explained bills in details to customers
• Handled technical issues as well
• Troubleshoot defective mobiles phones over the phone
• Perform different tests to resolve technical problems of customers mobile phones

• Data research and data management; lead information updates; tasks monitor and management; creating, managing, and updating system forms, processes, and flowcharts.
• File management
• All technical supports, research, implement and improve company technologies and make it more efficient.
• Creating forms and implementing processes.

• Providing great technical support to our customers via a wide range of communication channels;
• Triage and resolution of basic technical support queries
• Escalation of more complex support queries
• Logging of tickets on Freshdesk support system
• Building successful relationships with our customers
• Proactively looking to improve our service to customers by being sensitive to their business needs

• Provide customer support on the company website
• Provide customer support for any incidents related to their orders

• Provide customer support for their billing needs

• Provide financial suggestions that will help the customer reach their financial goals
• Provide assistance as required by the customer for their financial goals

• Search products that can be used for trade
• Provide assistance required in the office 

• Suggest technical assistance products that will help the customer with their current issue with their computer or modem that is not covered by the service provided for by their Internet service provider

• Provide customer service to each customer
• Upsell customer equipment

October 25, 2014 - December 16, 2017
Customer Support Representative – Sales Chat

• Provide product details customer needs to decide to take the service
• Maintain security of customer profile

Customer Support Representative (US Photography Account)

• Provide assistance to customer's requiring help in ordering photos online 

Ad Hoc Trainer

• Provide necessary training to new agents for the program from Foundations to Product
• Maintain level of standard in the account by providing agents the standard operations procedure

 

• Handle repetitive callers and customers who have been transferred multiple times
• Handle complex issues requiring complex tools
• Handle escalated calls
• Provide proper resolution on each and every call to avoid having the customer call back again for the same issues
• Provide follow up for issues not resolve on the first interaction

• Key contributor to the coordination of the Sales and Preliminaries team, through document control and administration assistance to the Sales & Prelims Manager as well as adherence to the structured and robust processes in accordance with best practice. This position assists the Sales & Prelims Manager through effective communication and implementation of systems.
• This position will require prevalent IT and communication capabilities including living the core values, engaging people for challenge, passion for outcomes, holding self and others accountable and rigorous systems and processes.
• Most work involves both written and oral communication, word processing and typing, and requires relevant skills such as IT, organizational and presentation skills, as well as the ability to multi-task and work well under pressure.
• The responsibilities are varied and relate to all aspects of residential and commercial projects pre-construction.
• This position involves high levels of structure and attention to detail to accomplish a number of set tasks to work through on a day-to-day basis.
• Effective facilitation of critical information to a wide range of individuals; at all levels of the organization and externally.
• The key outcomes for the position are: the optimization of the Sales and Preliminary Department’s efficiency; through the use and maintenance of operational standards; process controls; clear communication; organisation of plans and project documentation.
  • Coordinate Sales and Preliminaries documentation.
  • Extensive time management skills and the ability to meet tight deadlines are critical to the success of this department.
  • Strong communication, problem solving and interpersonal abilities
  • Organization & Prioritization of Sales & Enquiries Emails.
  • Well-developed time management skills and the ability to manage conflicting priorities and meet tight deadlines
  • Strong attention to detail
  • Methodical and thorough approach to daily tasks.
  • Extensive experience in Excel and Word.

• Training sales agents
• Appointment setting that offer products
• In-charge of training quality analyst
• Documenting leads or prospect buyer

• In-charge of training quality analyst
• Develop quality assurance standards and company processes
• Create quality measurements to track improvement in products

• Collect operational and market data for financial analysis
• Identify trends and variances from the data

• Addressed customer inquiries

Inbound Sales

• Answer inquiries from potential clients.
• Sell the company’s service to clients through calls.
• Do sales support and follow-up.
• Nurture relationships with current customers and perform inbound lead follow-up calls.

Personal assistant to the CEO.

• Note taking
• Calendar organization
• Sending emails/ correspondence
• Following up after appointments.

• As an experienced Email/Live Chat Support Agent, I specialize in providing timely and effective assistance to customers, addressing their inquiries, processing orders online, tracking orders, resolving issues, and ensuring a positive user experience.
• With strong communication skills, attention to detail, and a customer-first mindset, I am committed to delivering high-quality support and fostering customer satisfaction.

• As a dedicated Customer Success Officer, I focus on building strong relationships with clients to ensure they achieve their desired outcomes.
• By providing proactive support, personalized solutions, and continuous engagement, I help drive customer satisfaction, retention, and long-term success for both the client and the company.

• Screen and process applicants for possible employment, coordinate with the other department regarding manpower requirements, and participate in Job Fairs and meetings
• Conducts initial interviews and tests then prepare appropriate recommendations and evaluates results of the examination

• Handled calls and assisted Comcast customers in the USA in understanding their billing statements, charges and credits, billing disputes, and other billing-related queries.
• Ensured the quality of call handling by adhering to policies, procedures, practices, and standards of the operations

Team Leader - Level 2 Escalation Team || January 2018 – September 2020

• Manages L2 Escalation Team who is responsible for the following tasks:
  • Responsible for the review and endorsement of Credit Adjustment/Refund Forms
  • Directly sends Coaching Feedback Form to Level 1 staff to provide opportunities in creating such forms
  • Responsible for Call Recording Investigation
  • Receives escalated calls from Level 1 staff when customer requests for a Supervisor.
  • Work continuously to increase Level 1 knowledge by reviewing escalated cases on a daily basis
  • Ensure that all actions and discussions pertaining to issues escalated from Level 1 staff are completely documented
• Accomplishes Triad Coaching with the respective Team Leaders and their staff per team
• Generates Outstanding Tasks and Pending Forms Summary Report for the whole Billing Department
• Creates Incident Reports, Employee Coaching Form, Notice to Explain Forms, and Disciplinary Action Forms for both Team Leaders and staff
• Taking Managerial calls when needed and assisting other CSMs with escalated tasks
• Makes recommendations for escalated tasks
• Validating the reasons as to why are we raising a credit/refund for our customers
• Generates and analyzes the report for the approved and endorsed Credit Adjustment/Refund forms for below and above $100.00
• Ensures quality and efficient service are performed by staff
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching
• Handled Billing Taskers (Offline Team) who attend to customers’ concerns thru email by ensuring that those are being addressed in a timely manner

Customer Service Representative || February 2017 – January 2018

• Handled calls and assisted iiNet customers in Australia by reviewing their accounts, invoices, billing disputes, and other billing-related inquiry.
• Had an upskill training in Technical Support and assist customers with technical related concerns by ensuring that complete and accurate troubleshooting is done and by identifying which of the 4 layers is affected (Physical, Data-Link, Network, and Application)
• Ensured the quality of call handling by adhering to policies, procedures, practices, and standards of the operations

• Manages CS Support Team who is responsible for the following tasks:
  • Responsible for the email being sent by customers concerning their shopping charge cards
  • Attending live chats from customers who have inquiries about their shopping account, payment, and billing
  • Providing the best resolution on customers’ queries and concerns such as waiving late fees, overpayment, etc.
• Validating reasons as to why there’s a need to process credit or refund on customers’ accounts.
• Responsible for tracking staff’s performance and providing necessary coaching

• Manages a team for an inbound and outbound financial account (Fraud TXL Department):
• Manages customers’ accounts in line with the fraudulent activities of their credit cards
• Identifies the correct action to be done with the cases such as escalating to Extreme High-Risk and//or Account Take Over.
• Manages back office in reviewing customer’s applications which includes their documents (KYC and Detections)
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching

• Manages a team for GenCare and GenTech agents of Sprint/T-Mobile
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching
• Uploading of Spark to Actions, Call Observations, and NPS Deep Dive as part of root cause analysis for the detractors received

• Handles inbound and outbound sales calls
• Assesses sellers' cars to provide accurate offers
• Pitches offers and negotiates pick-up and payment
• Conducts follow-ups and monitors offer IDs
• Ensures quality and meets pick-up and revenue targets

• Verifying Shippers through outbound calls
• Lead Generation in CRM
• Does email sequence per campaign
• LinkedIn Outreach.
• Work with operations to provide spot quotes to clients in a way that maximizes revenue.
• Organize and prioritize RFP requests in CRM

• Crafting transformative partnerships that go beyond transactions
• Fostering collaborations that resonate with mutual visions, aspirations, and growth
• LinkedIn Content Posting
• LinkedIn Outreach
• Email Outreach
• Outbound Calls
• Generating of Reports for our weekly
• Sales Marketing Meeting

• Listing Entry and Management
• Real Estate Admin Assistance
• Real Estate Marketing
• Real Estate Transaction Management
• Property Management

SITEL MARCH 2016 - JUNE 2017 Customer Service Representative

scale up their business by - Assists customers who might run into issues managing their daily tasks with technical products or services. and daily operation.

Support - Answers customer inquiries and provides VIRTUAL ASSISTANT customer support via phone and chat.

Support) - Responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

Support - Answers customer inquiries and provides customer support via phone and chat.