Profile Title

Customer Service Representative / Corporate Trainer

In Pampanga, Philippines

About Me

Almost 5 years in the BPO industry, I worked as a customer service and sales representative, I also have an experience as a Product Trainer for T-Mobile, a telco campaign.

 

I am an expert in providing excellent customer experience by resolving issues and providing long term solutions, prioritizing customer needs, making customers happy and satisfied, and make them recommend our products and services, also I am a master in conducting and providing trainings to new hires. I am also proficient in using google workspace, microsoft office, some CRMs like Microsoft Dynamics and Salesforce, Canva, Avaya, and more..

 

 

AREAS OF EXPERTISE

  • Technical Support
  • Customer Service
  • Sales, Upselling
  • Inbound and Outbound Calls
  • Chat and Email Support
  • Learning and Development
  • Quality Assurance
  • Leadership and Administrative Skills
  • Facilitation and Presentation Skills
  • Interpersonal Skills
  • Microsoft Office
  • Google Suite
  • CRMs (Salesforce, Microsoft Dynamics)
  • Canva
  • Learning Management Systems

 

 

WORK EXPERIENCE

Cloudstaff Global Workplace

Supplier Success Proffesional, Customer Care Specialist

(June 2024 to September 2024) - Avetta LLC

  • Provide professional support to all customers through Phone, Chat and Email
  • Ability to resolve complex issues with focus on customer experience • Interact directly with customers through telephone, email and live chat 
  • Prioritize and resolve customer needs
  • Accurately verify details on regulatory documents
  •  Support and explain customer billing and subion terms
  •  Record details of interactions in Service Cloud (SFDC)
  • Provide necessary outbound follow-up, both via phone and email
  •  Communicate and coordinate with internal departments

 

 

Peaksupport

Case Manager, Customer Service Representative

(October 2023 to December 2023) - Agero Roadside Assistance

  • Respond to calls from a customer and dispatch service professionals to the site of a customer's disabled vehicle.
  • Ensure customers safety upon answering the call.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Set up a one way tow, tow exchanges, flat tire service, lockout service and etc.
  • Set up a tow for the vehicle and monitor it until it reaches the repair/body shop.
  • Set up battery jumpstarts, lockouts, tows, and tire change
  • Confirm vehicle delivery to the repair/body shop.

 

iQor RMS Collect Phils.

Product Trainer, Customer and Sales Chat Support

(October 2021 to October 2023) - T-Mobile Sales

  • Mentored new hires resulting in stronger staff development and increased productivity.
  • Monitored learners workflow and behaviors throughout the training process.
  • Performed continuous evaluation of content and plans to enhance delivery and improve effectiveness.
  • Recorded and edited videos to facilitate remote training.
  •  Prepared and presented supplementary learning material to support structured lessons.
  •  Developed effective training plans based on department needs and objectives.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Analyzed team performance and identified opportunities for additional training.
  • Retained excellent customer satisfaction ratings through outstanding service delivery.
  • Used customer insights to develop sales strategies to increase sales.
  • Developed and maintained comprehensive understanding of products, services, and competitors to enhance sales presentation.
  • Offered products and services to customers by highlighting features and benefits.
  • Engaged in a friendly conversation and asked discovery lifestyle questions to uncover customer needs to right-fit them to our products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.

 

iQor RMS Collect Phils.

Sales and Customer Support Representative (Outbound Sales, Inbound Calls, Chat and Email)

(March 2021 - October 2021) - T-Mobile Sales

  • Retained excellent customer satisfaction ratings through outstanding service delivery
  • Used customer insights to develop sales strategies to increase sales.
  • Developed and maintained comprehensive understanding of products, services, and competitors to enhance sales presentation.
  • Offered products and services to customers by highlighting features and benefits.
  • Engaged in a friendly conversation and asked discovery lifestyle questions to uncover customer needs to right-fit them to our products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.

 

Alorica

Customer Service Representative (Inbound Calls)

(January 2019 to November 2019) - T-Mobile

  • Maintained customer service satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve productsor services complaints
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

 

Sutherland Global Services

 Customer Service Representative

October 2017 to May 2018 - Amazon US

Inbound Calls Support / Chat and Email Support

  • Responded to customer requests for products, services, and company information.
  • Answered customer calls promptly to avoid wait times and lessen customer effort.
  • Maintained customer service satisfaction by resolving problems.

 

 

EDUCATION

Northville 15 Integrated School - 2015

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