Hire World-Class,
High Performing, Vetted
Phone Support Agents.
Cut Labor Costs by 70%

• Handled Credit repair campaign
• B2C outbound calling US Clients
• Lead generation
• Qualify customers 
• Help customers to fix their credit scores
• Assist customer in paying loans and acquiring properties

• B2C outbound and inbound calling US, New Zealand and Australian Clients
• Upselling and advertise products 
• Assist customers with their cancellation concerns
• Retain Customers

• B2C outbound calling
• Fix customers credit score
• Retaining customer 
• Handling cancellation concerns
• Assist customers

• B2C Outbound calling clients from UK, South Africa, Australia and New Zealand
• Selling lottery tickets
• Process Payments
• Handle customer inquiries 

• Handled Insurance Campaign
• B2C and B2B Outbound calling
• Appointment setting
• Qualify leads

• 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.

• 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.

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

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.

• 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.

• 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

• 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

• 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.

• 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

• 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.

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.

• Fixing customer's internet connection
• Assisting in customer's with their Fetch and Mydodo App from their devices
• Using Jira in creating cases and monitoring purposes.
• Knowledge in Android, iOS, Mac interface and Windows operating system.
• Able to assist customer via chat, email, inbound and outbound phone calls.
• Knowledge in setting up Voip services.
• Trained with billing concerns and plan details.

• Catering inbound calls for a sales Telco account

• Handling billing and plan detail concern for a Telco account
• Trained for handling escalations and cancellation concern

• Fixing customer's internet connection
• Assisting in customer's with their Fetch and Mydodo App from their devices
• Using Jira in creating cases and monitoring purposes.
• Knowledge in Android, iOS, Mac interface and Windows operating system.
• Able to assist customer via chat, email, inbound and outbound phone calls.
• Knowledge in setting up Voip services.
• Trained with billing concerns and plan details.

• Catering inbound calls for a sales Telco account

• Handling billing and plan detail concern for a Telco account
• Trained for handling escalations and cancellation concern

• Supervised more than 20 representatives in various inbound and outbound campaigns such as customer service, technical support, collections, sales and infomercials, catalog requests and telco projects.
• Innovated incentive plans and schemes to boost up the morale of reps.
• Consistent Top Supervisor for customer service campaigns.
• Started as a customer service representative and became a consistent top seller and up seller as well.
• Conduct interviews for potential external & internal candidates up to Senior Supervisor level.
• Handle all promotions, transfers, salary increases requested from the recruitment team and advice the compensation section with the needed feedback for implementation.

• Maximized sales output within the assigned shift for outbound campaigns such as credit card sales, online yellow pages, appointment setting, collections, surveys and VoIP projects.
• Mentoring and coaching supervisors to achieve respective KPI's.
• Responsible for service delivery execution including achieving contractual center performance metrics and assisting with monthly budget preparation and managing financial resources.
• Reports directly to the call center manager.
• Enacted as Account Coordinator, QA, and as a Trainer.
• Supervises the hiring process performed by the recruitment team to assure smooth implementation.
• Cross trained for Dell consumer sales, collections, appointment setting and surveys.

• Responsible for managing 15 team members in a Telco inbound customer service and technical support account to hit or exceed client metrics and KPI's such as AHT, ACW, CRT, etc.
• Coaching and motivating the team to achieve and or exceed goals.
•  Perennial Top Supervisor for T-mobile and was able to promote 2 team members as Coaches.
• Interacts well with management as well as clients making sure that exceptional customer service is being delivered.

• Managed the service desk composed of call management administrators that caters Abu Dhabi, Bahrain, Dubai, Kuwait, Oman and Qatar with regards to their IBM machines and other OEM's.
• Maintains the CRM (Citrix) for all existing and new clients.
• Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
• Assure the compliance of requested job vacancies with the budgeted headcount planned.
• Conduct interviews for potential external & internal candidates.

• Managing email content and email blasting for various clients.
• Managing support operations to achieve client goals and metrics.
• Managing 10+ team leaders & 150+ agents for TKV, traffic data analysis.
• Maintains set KPI's and reports directly to the Site Director.
• Oversees overall performance of the campaign.

• Lead generation and appointment setting for financial accounts.
• Extract leads over the internet using various sources like Linked In Sales Navigator and other social media platforms.
• Responds to calls and emails from customers whenever necessary.
• Telemarketing for surveys and callbacks.

• Managing gym membership packages both for new and existing clients.
• Managing existing clients for retention of membership.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to Customer Service Manager.

• Managing international sales for smart locks.
• Responsible for negotiation and closing of sales.
• Coordinates with the operations and sales department to make sure that client goals/targets are being met.
• Reports directly to the International Sales Manager.

• Prospecting of new clients in supported global regions.
• Procure information to correctly qualify clients.
• Set meetings with decision makers.
• Coordinates set meeting thru the business development managers.
• Properly document activities and action plans in Oracle NetSuite.

• Managing multiple accounts for voice, back office, and email support.
• Acts as liaison between clients and the management.
• Reports directly to the Senior Operations Manager.
• Maintains set KPI's and oversees overall performance on all assigned accounts.
• Coordinates with the recruitment department for profiling potential new hires.

• Searching for sales contacts with specific profiles proactively, using LinkedIn, job boards, public forums, and other resources, and add them to the internal CRM.
• Regularly monitor sales inboxes and forward relevant lead information to the appropriate team members.
• Search job boards and public forums for potential leads and track down associated contacts for follow-up.
• Support database hygiene by managing record merge requests, adding new companies, and ensuring data accuracy.
• Configure and set up marketing automation campaigns to engage with potential leads effectively.
• Work closely with cross-functional teams to assist in new initiatives and support additional processes as needed.
• Review job postings for accuracy and completion before approving for public posting.

• Managing email marketing campaigns thru Mailchimp for sales in commercial/residential projects.
• Managing social media accounts like LinkedIn, Instagram, YouTube, and Facebook to attract potential clients and advertise property investment opportunities all throughout the UK region.
• Coordinates with the management to achieve goals and metrics.
• Gives suggestions on how to improve the marketing channels to increase sales.
• Reports directly to the COO.

• Managing email marketing campaigns for research and development tax credits in the US.
• Coordinates with the management to achieve goals and metrics.
• Social media management is executed thru LinkedIn, YouTube, and Facebook accounts.
• Reports directly to the CEO.
• Setting appointments for qualified clients

• Responsible for lead generation, research, appointment setting and sales.
• Managing existing clients for retention of membership.
• Web and Mobile App Development. Search Engine Optimization, Online Reputation Management, Social Media Optimization, Lead Generation, Mindshark Reviews, Mindshark Review Management, Marketing Automation, Lead Nurturing, and Managed Enterprise SEO.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to the Country Manager

• Supervised more than 20 representatives in various inbound and outbound campaigns such as customer service, technical support, collections, sales and infomercials, catalog requests and telco projects.
• Innovated incentive plans and schemes to boost up the morale of reps.
• Consistent Top Supervisor for customer service campaigns.
• Started as a customer service representative and became a consistent top seller and up seller as well.
• Conduct interviews for potential external & internal candidates up to Senior Supervisor level.
• Handle all promotions, transfers, salary increases requested from the recruitment team and advice the compensation section with the needed feedback for implementation.

• Maximized sales output within the assigned shift for outbound campaigns such as credit card sales, online yellow pages, appointment setting, collections, surveys and VoIP projects.
• Mentoring and coaching supervisors to achieve respective KPI's.
• Responsible for service delivery execution including achieving contractual center performance metrics and assisting with monthly budget preparation and managing financial resources.
• Reports directly to the call center manager.
• Enacted as Account Coordinator, QA, and as a Trainer.
• Supervises the hiring process performed by the recruitment team to assure smooth implementation.
• Cross trained for Dell consumer sales, collections, appointment setting and surveys.

• Responsible for managing 15 team members in a Telco inbound customer service and technical support account to hit or exceed client metrics and KPI's such as AHT, ACW, CRT, etc.
• Coaching and motivating the team to achieve and or exceed goals.
•  Perennial Top Supervisor for T-mobile and was able to promote 2 team members as Coaches.
• Interacts well with management as well as clients making sure that exceptional customer service is being delivered.

• Managed the service desk composed of call management administrators that caters Abu Dhabi, Bahrain, Dubai, Kuwait, Oman and Qatar with regards to their IBM machines and other OEM's.
• Maintains the CRM (Citrix) for all existing and new clients.
• Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
• Assure the compliance of requested job vacancies with the budgeted headcount planned.
• Conduct interviews for potential external & internal candidates.

• Managing email content and email blasting for various clients.
• Managing support operations to achieve client goals and metrics.
• Managing 10+ team leaders & 150+ agents for TKV, traffic data analysis.
• Maintains set KPI's and reports directly to the Site Director.
• Oversees overall performance of the campaign.

• Lead generation and appointment setting for financial accounts.
• Extract leads over the internet using various sources like Linked In Sales Navigator and other social media platforms.
• Responds to calls and emails from customers whenever necessary.
• Telemarketing for surveys and callbacks.

• Managing gym membership packages both for new and existing clients.
• Managing existing clients for retention of membership.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to Customer Service Manager.

• Managing international sales for smart locks.
• Responsible for negotiation and closing of sales.
• Coordinates with the operations and sales department to make sure that client goals/targets are being met.
• Reports directly to the International Sales Manager.

• Prospecting of new clients in supported global regions.
• Procure information to correctly qualify clients.
• Set meetings with decision makers.
• Coordinates set meeting thru the business development managers.
• Properly document activities and action plans in Oracle NetSuite.

• Managing multiple accounts for voice, back office, and email support.
• Acts as liaison between clients and the management.
• Reports directly to the Senior Operations Manager.
• Maintains set KPI's and oversees overall performance on all assigned accounts.
• Coordinates with the recruitment department for profiling potential new hires.

• Searching for sales contacts with specific profiles proactively, using LinkedIn, job boards, public forums, and other resources, and add them to the internal CRM.
• Regularly monitor sales inboxes and forward relevant lead information to the appropriate team members.
• Search job boards and public forums for potential leads and track down associated contacts for follow-up.
• Support database hygiene by managing record merge requests, adding new companies, and ensuring data accuracy.
• Configure and set up marketing automation campaigns to engage with potential leads effectively.
• Work closely with cross-functional teams to assist in new initiatives and support additional processes as needed.
• Review job postings for accuracy and completion before approving for public posting.

• Managing email marketing campaigns thru Mailchimp for sales in commercial/residential projects.
• Managing social media accounts like LinkedIn, Instagram, YouTube, and Facebook to attract potential clients and advertise property investment opportunities all throughout the UK region.
• Coordinates with the management to achieve goals and metrics.
• Gives suggestions on how to improve the marketing channels to increase sales.
• Reports directly to the COO.

• Managing email marketing campaigns for research and development tax credits in the US.
• Coordinates with the management to achieve goals and metrics.
• Social media management is executed thru LinkedIn, YouTube, and Facebook accounts.
• Reports directly to the CEO.
• Setting appointments for qualified clients

• Responsible for lead generation, research, appointment setting and sales.
• Managing existing clients for retention of membership.
• Web and Mobile App Development. Search Engine Optimization, Online Reputation Management, Social Media Optimization, Lead Generation, Mindshark Reviews, Mindshark Review Management, Marketing Automation, Lead Nurturing, and Managed Enterprise SEO.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to the Country Manager

• Maintained accurate department customer records.
• Tracking and submission of employee timesheets for payroll processing.
• Respond to sensitive inquiries and complaints.
• Coordinate with the right department to ensure that service provided is excellent.
• Provided secretarial and office management support to upper management.
• Paper works preparation and send requests to relevant department.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.

• Recovery and collections
• Email Management (Send emails to clients, debtors, assessors, repairers)
• Assist queries from clients, insured, debtors, assessors, repairers
• Inbound and Outbound calls to customers, insured, debtors, assessors, repairers
• Claims liability review for recovery and identify best actions to be taken
• Paperworks preparation and send requests to solicitors for issuance of legal proceedings against debtors.

• Create placements, update client card and candidate card using client's existing system.
• Complete candidate confirmations for client rosters.
• Complete candidates' availability check in preparation for consultants to do the roster.
• Complete tasks and email requirements in a timely manner.
• Generating weekly/daily rosters via excel sheets and uploading them into company rostering system.
• Responding to roster inquiries from relevant staff. Inbound and outbound calls from clients.
• Contact with client to ensure service requirements are met.
• Assisting with general administrative duties to support staff.
• Assisting with management of timesheets for staff.
• Contacting available staff for work.

• Maintained accurate department customer records.
• Tracking and submission of employee timesheets for payroll processing.
• Respond to sensitive inquiries and complaints.
• Coordinate with the right department to ensure that service provided is excellent.
• Provided secretarial and office management support to upper management.
• Paper works preparation and send requests to relevant department.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.

• Recovery and collections
• Email Management (Send emails to clients, debtors, assessors, repairers)
• Assist queries from clients, insured, debtors, assessors, repairers
• Inbound and Outbound calls to customers, insured, debtors, assessors, repairers
• Claims liability review for recovery and identify best actions to be taken
• Paperworks preparation and send requests to solicitors for issuance of legal proceedings against debtors.

• Create placements, update client card and candidate card using client's existing system.
• Complete candidate confirmations for client rosters.
• Complete candidates' availability check in preparation for consultants to do the roster.
• Complete tasks and email requirements in a timely manner.
• Generating weekly/daily rosters via excel sheets and uploading them into company rostering system.
• Responding to roster inquiries from relevant staff. Inbound and outbound calls from clients.
• Contact with client to ensure service requirements are met.
• Assisting with general administrative duties to support staff.
• Assisting with management of timesheets for staff.
• Contacting available staff for work.

• Answer questions about warranty coverage, prices and product uses.
• Emphasize product features based on customers' needs.
• Determine customer needs and propose the appropriate product.

• Answer questions about account information, current plan, and billing statement.
• Manage accounts, collect payments, and updating of customers' information to reflect changes to the account.
• Work with customers to set up payment plans and ensure bills are paid.

• Manage and maximize leads and call possible clients.
• Provide benefits and features of the product depending on the needs of the customer.
• Convert interested customers/leads to a sale.

• Answer chat queries from the website about prices and plan features.
• Emphasize plan features based on customers' needs. 
• Close/convert interested customers to a sale.

• Answer questions about warranty coverage and product features.
• Handling customer complaints and providing the best resolution or support option available.
• Process warranty claims.

• Handling Escalations.
• Admin task, data entry, reporting, and coaching.
• Providing customer support through Email, SMS, inbound, and outbound.