Chat Support Sales Representative >Answered product-related inquiries through inbound chat support and provided high-quality residential internet services to clients from the USA. >Assisted in Order Entry and minimal Data Entry of customer and clients. >Recorded sales data through internal tools and ensured accuracy of the sales data provided. Inbound Customer Service Representative >Answered billing and technical related concerns and provided a quick and complete resolution to complaints while meeting or exceeding KPIs at the same time. >Ensured customer satisfaction and retention by ensuring no unusual activity is done on their accounts without their knowledge. >Proactively contacted customers through e-mail on tips on maximize their subscription with our product. Escalations Supervisor >Handled executive and legal complaints pertaining to the account and product handled and coached agents of opportunities they have to improve on their customers handling skills and product knowledge >Kept and recorded escalations cases for data gathering and research purposes. >Studied unresolved escalation cases in great detail to provide remedy and resolutions to these cases. >Led mentorship programs that helped the growth and expertise of floor mentors. >Assisted in creating presentations for managerial-level proposals. >Mentored agents in call-handling technicalities. >Mentored agents who have will issues. Outbound Marketing and Publishing Services Sales Representative and Consultant >Offered publishing, marketing and consultancy services to thousands of authors in various genres and negotiated contracts and pricing with authors and ensured timely delivery of publishing services >Created tailor-fit proposals for authors to help them understand our offers and services. >Kept track of the team’s daily targets and running day-to-day sales using the company’s internal systems. >Made follow-up outbound calls to authors who may need to catch up on their projects.