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Candidate #199008

1-Week Notice

Brief Introduction

To obtain a challenging role in the BPO industry where I can leverage my 8 years of experience as a customer service representative, technical support specialist, email support specialist, subject matter expert, and telemarketer to deliver exceptional customer service and exceed business goals. With a passion for helping customers, a strong track record of success, and a commitment to continuous learning and development, I am dedicated to contributing my skills and experience to drive business growth and success.

Skillset

  • 8 years of relevant experience
  • Gmail
  • Microsoft applications
  • Ring Central
  • Crm
  • Google drive
  • Salesforce crm

Work Experience

  • Email Support Specialist

    Aug 2022 - Sep 2024


    • Respond to customer inquiries and concerns through email in a timely and professional manner
    • Handle a high volume of emails while maintaining a high level of accuracy and quality
    • Provide exceptional customer service by actively listening to customer needs and offering appropriate solutions
    • Take phone calls and assist customers with their inquiries while providing an excellent customer experience
    • Offer products and services to customers to meet their needs and increase sales
    • Collaborate with team members to ensure consistency in messaging and overall customer experience
    • Stay up-to-date on products, services, and industry trends to provide accurate information to customers
    • Continuously improve processes and procedures to enhance the customer experience and increase efficiency. Adhere to company policies and procedures to ensure compliance and maintain confidentiality. Reason for Leaving: career growth

  • Virtual Assistant Client Services Representative/Telemarketing

    Oct 2021 - Jun 2022


    • Making outbound calls to potential customers in order to sell products or services Following a script to introduce the product or service and describe its benefits Answering customer questions and addressing concerns in a professional and knowledgeable manner Recording customer information and sales data accurately in a CRM system or other software Meeting or exceedingly daily, weekly, and monthly sales targets and goals Keeping up-to-date with product or service knowledge and any changes or updates Transferring appointments or consultations real time for interested customers with sales representatives or other team members Continuously developing and refining sales techniques and strategies to improve performance Providing excellent customer service throughout the sales process, including after-sales support and follow-up Collaborating with other team members to achieve overall sales and business goals. Reason for Leaving: career stability, career growth - upgrading line of work

  • Virtual Assistant (Freelance)

    Sep 2021 - Oct 2021


    • Managing emails, responding to inquiries, and maintaining email correspondence with clients and customers
    • Creating and maintaining a database of customers and their contact information. Conducting research and gathering information for various projects and tasks
    • Coordinating and organizing events or meetings, including sending invitations and following up with attendees. Assisting with project management tasks such as creating timelines, assigning tasks, and monitoring progress. Reason for Leaving: project-ended

  • Technical Support Specialist

    Apr 2018 - Apr 2021


    • Provide technical assistance and support to customers via phone, email, chat, or in-person. Diagnose and troubleshoot technical issues related to ATT products and services such as internet, phone, TV, or wireless devices. Utilize various tools and systems to identify and resolve customer problems, including remote access software, diagnostic tools, and knowledge bases. Document all customer interactions and resolutions in a CRM system or ticketing system. Follow standard operating procedures (SOPs) and protocols for handling customer inquiries and technical issues. Proactively communicate with customers to provide status updates, gather additional information, or confirm issue resolution. Identify opportunities for upselling or cross-selling ATT products and services, and refer leads to appropriate sales teams. Continuously update knowledge and skills related to ATT products, services, and technology through training, certification programs, and self-study. Participate in team meetings, huddles, or training sessions to share best practices, learn from others, and improve customer service delivery. Reason for Leaving: better opportunity and compensation

  • Subject Matter Expert/Point of Contact

    Mar 2016 - Apr 2018


    • Monitored team members' performance, provided coaching and mentoring, and gave positive and constructive feedback Handled escalated calls from Advocates and imparted knowledge and experience to equip team members with the necessary skills Collaborated with Assistant Manager, Deputy Manager, or Functional Leaders to identify issues and design solutions Ensured service level targets were met by optimizing headcount Created and maintained monthly scorecards for the entire project, including Manager Scorecard Reported site technical problems to project technical support offshore Reason for Leaving: family emergency

Education

  • Degree: Undergraduate

    Major: Duration: Jun 2018 - Jan 2020

    Degree: Associate

    Major: Duration: Oct 2013 - Apr 2015