Customer Service Virtual Assistant

Overview

Looking for full-time work (8 hours/day)

at $3.41/hour ($599.98/month)

Bachelors degree

Last Active

August 14th, 2024 (52 days ago)

Member Since

August 16th, 2020

Profile Description

Business Administration Major in Marketing Management graduate with four years of comprehensive experience in the BPO industry, excelling as a customer service representative, billing and sales representative, and technical support representative. Highly motivated, detail-oriented, and equipped with strong organizational and multitasking abilities, I am eager to leverage my extensive customer service expertise to contribute to the success of your organization in a Customer Service Virtual Assistant or Remote Customer Service Representative role.


WORK EXPERIENCE

AT&T-DIRECTV Customer Service Representative
Sutherland Global Services Philippines, Inc., Davao City
September 2020 – October 2023

AT&T-DIRECTV Customer Service Representative
IBEX Global Solutions, Inc., Davao & Manila
July 2017 – January 2019


KEY RESPONSIBILITIES

• Provided exceptional customer support and technical assistance: Addressed inquiries through phone and chat channels, ensuring customers received timely and effective solutions.

• Resolved customer issues and complaints: Handled customer problems with empathy and efficiency, leading to high satisfaction rates and customer loyalty.

• Met or exceeded monthly targets: Consistently achieved or surpassed goals for call resolution and customer satisfaction, contributing to overall team success.

• Promoted and sold services: Actively promoted and sold mobile service, high-speed internet, home phone, satellite, and streaming cable services to customers, enhancing company revenue.

• Demonstrated comprehensive knowledge of services: Utilized in-depth understanding of various services to effectively address customer inquiries and upsell products, increasing sales opportunities.

• Utilized persuasive communication skills: Converted customer inquiries into sales through effective communication and persuasive techniques, consistently meeting and exceeding sales targets.

• Assisted customers with billing: Helped customers understand their bills, resolved billing discrepancies, and provided clear explanations of charges, ensuring customer clarity and satisfaction.

• Processed and tracked orders: Managed customer orders with accuracy and efficiency, ensuring timely delivery and fulfillment of services.

• Provided technical assistance and troubleshooting support: Delivered prompt technical support for various services, resolving issues quickly to enhance customer satisfaction and minimize downtime.

• Documented customer interactions: Maintained thorough and organized records by accurately documenting customer interactions, troubleshooting steps, and resolutions within CRM systems, ensuring reliable data management.


SKILLS

CUSTOMER SERVICE AND SUPPORT:

•Phone Representative
•Chat Representative
•Customer Service/Support Representative
•Technical Support (High Speed Internet, VOIP, Satellite Cable Service, and Streaming Service)
•Billing Specialist
•Sales Associate (Mobility, High Speed Internet, Cable Service, & Home Phone)
Sales and Marketing:
•Promoting and selling various services (mobile, internet, home phone, satellite, streaming)
•Upselling and cross-selling
•Meeting and exceeding sales targets
E-mail Marketing using ActiveCampaign and other email marketing tools
•Landing Page Creation using ClickFunnels and GoHighLevel
Technical and Administrative:
•Order Processing and Tracking
•Customer Account Management (CRM and Online Account)
•Proficient in CRM Tools (Clarify, Salesforce, Opus, Telegence, Rio)
•Data Gathering and Data Entry
•Generating Reports
•Scheduling and Emailing

SOFTWARE PROFICIENCY (including but not limited to):

•Microsoft Office Tools
•Google Workspace
•Canva (Video Editing and Marketing Design)
•Typeform (Surveys, Feedback, and Multipurpose Forms)
•ClickFunnels (A tool for creating sales funnels, landing pages, and marketing automation)
•GoHighLevel (An all-in-one marketing platform for managing leads, customer relationships, and marketing campaigns)
•ActiveCampaign (An email marketing and automation tool for managing email campaigns, marketing automation, and CRM)
•CRM Tools (Systems for managing customer relationships, tracking interactions, and improving customer retention)
•Slack (A team communication tool for collaboration, managing channels, and integrating apps)
•Loom Recorder (A video recording tool for creating and sharing video messages and tutorials)
•ZooUpgrade to see actual infoeting (A platform for conducting virtual meetings, webinars, and video conferencing)

COMMUNICATION AND INTERPERSONAL:

•Persuasive Communication Skills
•Conflict Resolution
•Problem-solving and Troubleshooting
•High Customer Satisfaction Maintenance

PROFESSIONAL SKILLS:

•Critical Thinking
•Organizational Skills
•Social Media Management
•Social Media Competitor Analysis
•Market Research
•Trend Research 

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