Graduated as a self-supporting student. A responsible daughter and sibling. A dependable and reliable team player.
Highly motivated and experienced call center expert with a track record of high CSATs, low average handle times, and high first-call resolution rates. Experienced in several popular call center solutions. Adept at receiving escalations, handling unhappy customers, resolving complex issues and turn unpleasant customer experience into a positive one. Looking for a position as a virtual assistant or in customer service role where I can utilize my knowledge and expertise to help the company succeed while also growing my talents and establishing a reputation.
University of the Visayas (main campus)
● Proficient in maintaining impeccable organization and operating seamlessly under pressure.
● Delivered unparalleled 7-star service to clients, adeptly handling travel inquiries using Amadeus GDS and across multi-channels operations in a contact center environment.
● Skilled in processing booking, cancellation, airline irregularities, and refund requests through the GDS system.
● Demonstrated track record of exceeding customer expectations through empathetic and personalized service.
● Applied critical thinking to navigate complex situations, showcasing independence and reliability in taking ownership.
● Customer service expert with a willingness to work flexible schedules, including holidays and special occasions.
● Known for high accountability, service orientation, and a professional, positive attitude.
● Self-motivated, proactive problem-solver with exceptional communication skills and a knack for providing 7-star customer experiences.
● Possesses excellent team and interpersonal skills, capable of collaborating effortlessly with multiple stakeholders.
● Proficient in Google Suite/Workplace with outstanding technical capabilities.
● Highly motivated and committed to overseeing projects from inception to completion.
● Providing excellent customer service by assisting clients with travel-related inquiries, bookings, and reservations via phone, email, or chat.
● Understanding and promoting various travel products and services offered by client companies, including flights, hotels, car rentals, travel insurance, and tour packages by utilizing Amadeus GDS.
● Help customers with airline miles reward points query and points redemptions, issuing of tickets, and resolving airline schedule changes or irregular operations.
● Advising clients on travel destinations, itineraries, and travel requirements such as visas, passports and health regulations.
● Resolving customer complaints, issues, and concerns in a timely and professional manner to ensure customer satisfaction and retention.
● Keeping abreast of industry trends, changes in travel regulations, and updates on destinations to provide accurate and up-to-date information to clients.
● Collaborating with colleagues and other departments within the BPO organization to ensure seamless service delivery and resolution of customer issues.
● Meeting or exceeding performance metrics such as average handling time, customer satisfaction scores, and sales targets.
● Adhering to company policies, procedures, related to data privacy, security, and confidentiality following J.P. Morgan Chase standard protocol.
● Maintain professionalism, manage feedback and handle complaints and escalations.
● Participating in training sessions, coaching sessions, and performance reviews to improve skills, knowledge, and performance as a travel specialist.
● Identifying and qualifying potential B2B leads through various channels including cold calling, email outreach, networking, and research.
● Building and maintaining a pipeline of leads and opportunities to achieve sales targets and revenue goals.
● Conducting initial discussions with prospective clients to understand their needs, educate them about Wayfair's offerings, and qualify them as potential customers.
● Collaborating with internal teams such as marketing, product, and customer service to ensure alignment in messaging and strategy.
● Providing excellent customer service and support throughout the sales process, addressing any inquiries or concerns from prospective clients.
● Continuously updating and maintaining accurate records of leads, opportunities, and sales activities in the CRM system.
● Staying informed about industry trends, competitor activities, and market developments to identify new opportunities for business growth.
● Participating in team meetings, training sessions, and sales events to enhance skills and knowledge.
● Representing Wayfair in a professional and positive manner at industry events, trade shows, and conferences to generate leads and build relationships.
● Contributing to the development and refinement of sales strategies, processes, and best practices to improve efficiency and effectiveness.
● Respond to customer inquiries via phone, email, live chat, or social media, providing timely and accurate information regarding orders, products, and services.
● Described products to customers and accurately explained details and care of merchandise.
● Process returns, refunds, and exchanges in accordance with company policies, ensuring customer satisfaction and adherence to OfficeDepot’s return policy.
● Troubleshoot and resolve issues related to account settings, payment options, and shipping problems, offering step-by-step solutions.
● Assist customers in navigating the OfficeDepot’ website or app, including help with finding products, understanding product features, and making purchase decisions.
● Suggesting about other products, services and promotions.
● Escalate complex issues to higher-level customer service or technical support teams, ensuring that customer concerns are addressed promptly and effectively.
● Collect feedback from customers on their shopping experience, identifying areas for improvement and relaying this information to the relevant departments.
● Monitor and manage customer reviews and ratings on the Amazon platform, addressing negative feedback and thanking customers for positive reviews.
● Participate in special projects or initiatives aimed at improving the customer service experience, such as beta testing new features or services before they are launched to the public.
● Help resolve any customer complaints from store experience to delivery delays.
● Facilitate training for new hires.
● Sort and Encode guest hotel reviews.
● Assist and sort guest booking online in telemarketing department.
● Assist in developing promotion.
● Assist in identifying marketing priorities and note down competitor’s promotions and events.
● Provide exceptional customer service by greeting and assisting customers in a friendly and professional manner.
● Demonstrate in-depth product knowledge to effectively address customer inquiries and promote sales.
● Actively engage with customers to understand their needs and preferences, offering personalized product recommendations.
● Process transactions accurately and efficiently using POS systems, ensuring proper handling of cash and credit card payments.
● Maintain a clean and organized store environment to enhance the shopping experience and showcase merchandise effectively.
● Monitor inventory levels, replenish stock as needed, and participate in inventory management activities.
● Meet or exceed sales targets by actively promoting products, upselling additional items, and maximizing sales opportunities.
● Resolve customer complaints or issues promptly and courteously, ensuring customer satisfaction and loyalty.
● Collaborate with team members to achieve sales goals and contribute to a positive work environment through effective communication and teamwork.
● Stay updated on product features, pricing, and promotions to provide accurate information to customers and drive sales.
● Participate in training sessions to enhance product knowledge, sales techniques, and customer service skills, continuously striving for personal and professional development.
Rock Star CSR excels in problem solving, ensuring customer's satisfaction through effective communication.
Explore various topics. Input and generating reports, analyzing data, and identifying trends, adhere security.
Boost brand with web copy, social media, marketing materials. Analyze engagement data, plan digital campaigns.
