Manilyn R. is currently available for hire

Manilyn R.

Customer Service Representative
Full-time - 40 hours/week

Professional Experiences Trellis Connect Pre-Sales Agent - December 2021 - May 2022 Probe Group Customer Service – August 2021 – December 2021 Concentrix CVG Philippines INC. Sales and Customer Service - January 2011 to February 2014 Team Support Specialist (SME) – March 2014 to April 2017 Quality Analyst/Evaluator - May 2017 to July 2021 Pre-Sales Agent • Communicate with leads through SMS, chat, email, and phone call to schedule an appointment for insurance sales agents. • Chase leads to follow up on appointments. • Guide leads through the qualification and transfer processes. • Responding to all inquiries from leads quickly and accurately. • Use critical thinking and best judgment to help guide leads through the qualification process. • Ensure all leads information is complete and accurate before transferring. Responsible for identifying and fixing any mistakes immediately. • Deliver timely, relevant, and natural responses to all customer requests and questions via SMS, email, and phone conversations. • Consistently achieve or surpass set key performance indicators. • Proactively synthesize and share feedback about clients, leads, processes, and software bugs with management. Sales and Customer Service • Answer inbound calls to assist customer queries and resolve each customer concern about their wireless postpaid account, billing, payments, refunds, and troubleshooting. • Respond to customers email inquiries about their parcels in a timely manner. • Resolve tickets regarding shipping concerns submitted by customers in a timely manner. • Handle email inquiries and corresponds with several departments to track the customer’s parcels. • Process payments and process orders for equipment and accessories over the phone. • Ensure all customer concerns are resolved using the tools provided by the client on a satisfactory level. • Ensure customer service satisfaction by answering all queries accurately and resolving each concern in a professional manner. • Ensure site metric performance is met by meeting all expectations set by the client. • Offer products to customers to meet daily sales target set by the client. • Process orders for customers. • Make outbound calls to follow up on unresolved customer’s concern to ensure that all issues are resolved. • Resolve tickets by responding to customers through SMS or calling customers back.

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Licenses and Certifications

NA



Responsibilities

  1. Creating systems or workflows
  2. Acting as the initial point of contact for customers
  3. Managing incoming calls while providing excellent customer service
  4. Following communication procedures, guidelines, and policies
  5. Escalating queries and concerns, if needed
  6. Answering incoming customer inquiries regarding issues, service questions, and other client concerns with empathy, creativity, and efficiency.
  7. Doing data entry and other administrative tasks
  8. Answering incoming customer concerns via email or chat
  9. Doing customer follow-ups on pending concerns
  10. Providing resolutions to customer issues

Skills And Strengths

Data Entry, customer service, communication skills, fluent in English, CRM tools, lead follow ups, phone support, email support, schedule appointment (warm leads), sales



Tools And Applications

Zoho, slack, Gmail, outlook, google, Twilio, Microsoft Excel, PowerPoint, Word, PureCloud dialer,