Customer Service Expert

Overview

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

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

November 14th, 2024 (yesterday)

Member Since

November 30th, 2022

Profile Description

Work Experience

VIRTUAL ASSISTANT (Customer Support & Sales Representative)
Happy Life Cleaning LTD.
June 2023 - Present
1. Operations: I streamline workflows by refining SOPs, oversee customer service processes, handle escalations, and analyze performance metrics to enhance efficiency.
2. Sales and Marketing: I develop strategic sales plans, manage customer interactions using CRM tools, implement multi-channel marketing campaigns, and create engaging content.
3. Social Media Management: I create and schedule engaging posts, respond to comments, build online communities, and implement social media strategies to boost your brand’s presence.
4. Google Reviews: I monitor and respond to reviews, engage with customers, and implement strategies to enhance your online reputation.
5. Updating Website: I ensure your website content is fresh and accurate with regular updates.


MARKETPLACE OPS REPRESENTATIVE 
CLIPBOARD HEALTH 
September 2021 - September 2022 
1. Monitored Healthcare Professional attendance records. 
2. Resolved conflicts and negotiated mutually beneficial agreements between parties.
3. Actively listened to customers' requests, and confirmed full understanding before addressing concerns.
4. Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork. 
5. Used critical thinking to break down problems, evaluate solutions, and make decisions.


QUALITY ASSURANCE ANALYST 
ALORICA TELESERVICES INC. | PANDANGGO 
March 2020 - March 2021
1. Fixed identified issues to improve workflows.
2. Created and achieved product quality objectives and met product specifications.
3. Reported progress, test metrics, and results to project stakeholders 
4. Participated in requirements and use case reviews.
5. Supported the company in maintaining a work environment focused on quality, 
6. communication, collaboration, integration, and teamwork.
7. Mentored and coached teaUpgrade to see actual infombers on QA topics and strategies.
8. Developed reports and materials for key stakeholders related to quality goals, progress, and challenges.


QUALITY ASSURANCE ANALYST 
ALORICA TELESERVICES INC. | WALMART CANADA 
October 2019 - February 2020 
1. Listened and monitored inbound and outbound calls to assess communication accuracy.
2. Identified flaws in each agent’s service, based on the standardized scoring model established during the QA calibration session.
3. Reported errors found to their respective Managers and discussed what went wrong and what needed to improve.
4. Coached and trained Agents who needed help in improving their customer service skills.
5. Participated in internal and external calibrations with clients.
6. Identified strategies to implement improved internal processes.
7. Drafted and executed quality assurance policies and procedures.


ESCALATION AGENT 
ALORICA TELESERVICES INC. | WALMART CANADA 
October 2018 - October 2019
Handled complex or sensitive issues to ensure timely and effective resolution and customer satisfaction.
List of Concerns:
1. Unresolved customer complaints.
2. Order fulfillment issues.
3. Product quality issues.
4. Billing or payment issues.
5. Unsatisfactory customer service experience.
6. Return or exchange issues.
7. Technical difficulties with the website or app.

CUSTOMER SERVICE REPRESENTATIVE
ALORICA TELESERVICES INC. | WALMART CANADA 
June 2018 - September 2018
1. Order Placement: 
Assisted the customer in navigating the website and finding the product they were looking for.
Answered any questions the customer had about the product, such as specifications, features, or availability.
Guided how to add the product to the customer's cart and proceed to checkout.
Helped the customer complete the checkout process and provided support in case they encountered any issues or errors.
Verified the customer's billing and shipping information to ensure that the order was processed correctly.
Confirmed the customer's order details and provided an estimated delivery date.
 2. Order Concerns: 
Managed tracking information, addressed shipping issues, resolved payment concerns, handled returns and exchanges, answered product inquiries, and oversaw account management.

CUSTOMER SERVICE REPRESENTATIVE 
TELETECH 
October 2017 - March 2018
1. Evaluated the urgency of patient needs and directed them to appropriate medical personnel or services.
2. Adhered to healthcare regulations, such as HIPAA, to ensure confidentiality and compliance with legal standards.
3. Addressed questions regarding medical services, treatment plans, and insurance coverage.
4. Assisted patients in scheduling, rescheduling, or canceling appointments with healthcare providers.
5. Accurately documented all interactions, updated patient files, and maintained detailed call logs.

ROYAL BANQUET STAFF
HYATT HOTEL
February 2014 - February 2017
1. Prepared and set tables, arranged cutlery, glassware, and napkins, and ensured that table settings met high standards.
2. Welcomed guests as they arrived, assisted with seating arrangements, and provided them with menus or information about the event.
3. Served meals and drinks promptly, ensuring that all dishes were presented beautifully.
4. Ensured the dining experience was smooth and high-quality, addressed any special requests or dietary restrictions, and provided attentive service.
5. Cleared used plates, cutlery, and glasses between courses and at the end of the meal, and reset tables as needed.
6. Handled any special requests or needs from guests with discretion and professionalism.
7. Communicated effectively with the kitchen and other service staff to ensure timely and accurate delivery of food and drinks.
8. Kept the dining area clean and orderly throughout the event, including managing spills and ensuring that the area was presentable.

INBOUND & OUTBOUND SALES  REPRESENTATIVE
ACQUIRE ASIA PACIFIC
November 2012 - December 2013
1. Responded to calls and emails from customers interested in comparing electricity and gas services.
2. Accurately recorded customer information, interactions, and selected plans in the CRM system.
3. Identified customer energy needs and usage to provide tailored comparisons between different service providers.
4. Offered detailed comparisons of available energy plans, highlighting the benefits and drawbacks of each option.
5. Set up new accounts, processed orders, and ensured seamless transitions between service providers.
6. Provided reasons to stay with or switch to recommended services, addressing any concerns.
7. Ensured all comparisons and sales processes complied with relevant Australian energy regulations.

CUSTOMER SERVICE REPRESENTATIVE
PNI-KMPG INC.
June 2008 - June 2009
1. Managed retention efforts by offering solutions or incentives to prevent cancellations and assisting with membership extensions.
2. Processed cancellations and refunds smoothly, handling requests and communicating as per company policies.
3. Addressed order inquiries by resolving questions about orders, shipments, and product details.
4. Updated and maintained customer accounts to ensure data accuracy and handled problem resolution related to product quality or service.
5. Conducted follow-ups with customers after account changes or services to ensure satisfaction.
6. Suggested additional products or services based on purchase history and customer preferences to enhance value.


SKILLS
1. Quality Improvement
2. Corrective Action Planning
3. Data Analysis
4. Training Implementation
5. Project Management
6. Customer Care
7. Email Management


PLATFORMS
Slack 
Basecamp 
Click Up 
Shopify 
Gleam 
ManyChat 
Lark 
CRM 
Bytelemon 
Google Drive 
Salesforce 
Ring Central 
Five9 
Click Launch
Squarespace
Mailchimp

CHARACTER REFERENCE
Upon request.

Get in touch!
Mobile#: Upgrade to see actual info/ Upgrade to see actual info<8efe80624d780eba0c6493ec45140364>Email: Upgrade to see actual info