With over nine years of progressive experience in customer service and management roles, I have developed a robust skill set in client engagement, issue resolution, and team leadership. My journey began as an Escalation Support Specialist at IQOR Dasmariñas, where I honed my ability to handle complex billing issues and effectively manage escalated customer accounts. I was dedicated to providing personalized assistance and collaborated closely with internal teams to ensure swift resolution of disputes, which significantly contributed to customer retention during challenging circumstances.
In my subsequent role as a Subject Matter Expert and Virtual Team Manager at Sutherland Global Services, I took on a leadership position where I was responsible for overseeing a team of customer service representatives. I provided coaching and training, fostering an environment focused on skill enhancement and performance improvement. By monitoring tea-----------trics and implementing targeted strategies, I was able to elevate productivity and customer satisfaction levels, while also addressing and resolving escalated issues that required managerial intervention.
Most recently, as an Account Expert for Business/Customer Service at IQOR Santa Rosa, I further refined my customer service expertise by efficiently handling inquiries and resolving issues promptly. My commitment to delivering accurate information through thorough research has consistently ensured high levels of customer satisfaction. I maintained detailed records of interactions and proactively followed up with customers to reinforce their experience and trust in our services.
Throughout my career, I have demonstrated a strong dedication to excellence in customer service, with a proven track record of enhancing client relationships and driving team success. My ability to blend hands-on experience with strategic oversight positions me as a valuable asset in any customer-centric organization.
I can't wait to share my expertise and collaborate with my future clients!
TASK EXPERTISE:
Sales and Upselling
B.S. TOURISM Technical Support
Billing and Account Management
Retention and Loyalty Programs
Quality Assurance and Compliance
Data Entry and Documentation
Team Collaboration and Training
Performance Metrics and Reporting
PROFICIENCY IN TOOLS:
Salesforce
Slack
Google Calendar
Google Mail
Zoom
Skype
Google Drive
Microsoft Excel
Microsoft PowerPoint
