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A.B ENGLISH
Cagayan State University
More Info About Me
Versatile and highly organized professional with extensive experience in customer service, secretarial support, and sales-driven roles. Proven expertise in managing administrative tasks, setting appointments, generating leads, and performing cold calls to drive business growth. Demonstrates strong problem-solving abilities as a key member of escalation teams, efficiently resolving complex issues while maintaining customer satisfaction. Adept at multitasking in fast-paced environments, with a strong focus on improving processes, enhancing client relations, and supporting team success. Seeking to leverage this diverse skill set in a dynamic role that values efficiency, customer engagement, and operational excellence.
My Skills and Competencies
Customer Service
Lead Generation
Social Media Management
Data Entry
Content Creator
Certificates
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My Experience and Education
2020
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2024
RESULTCX
(Member Escalations Team)
*Manage and resolve complex issues that are escalated from frontline support teams
*Prioritize and address escalations in a timely manner to meet service level agreements (SLAs).
*Investigate and analyze the root cause of issues to prevent future occurrences
Communicate with members (patients, clients, or healthcare providers) to understand their concerns fully
Ensure that all escalations are handled in compliance with healthcare regulations, such as HIPAA.
Maintain strict confidentiality of member information and sensitive data
Work closely with cross-functional teams, including customer service, claims processing, and provider networks, to resolve member issues.
Provide feedback and recommendations to management for process improvements based on escalation patterns
*
06/2023
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12/2023
FOR PRACTICE
(Social Media Manager)
Designed and posted eye-catching images, videos, and captions to showcase furniture pieces.
Launched promotions, sales, and special offers to drive traffic and boost sales.
Ensured consistent posting to maintain brand presence and visibility.
Managed and responded to reviews, ensuring a positive brand image.
Used relevant keywords and tags to improve searchability and discoverability on Facebook.
2017
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2018
Leaderscon BPO solutions
(COLD CALLING and LEAD GENERATOR)
COLD CALLER
*Identify and target potential clients who may need mortgage services, such as homebuyers, real estate investors, or individuals looking to refinance.
Identify and target potential clients who may need mortgage services, such as homebuyers, real estate investors, or individuals looking to refinance.
Schedule appointments or consultations with mortgage advisors for qualified leads
LEAD GENERIST
Identify potential leads through various channels, including online research, social media, networking events, and industry databases.
Analyze market trends and target demographics to determine the best prospects for the business.
Input and manage lead data in a Customer Relationship Management (CRM) system, ensuring accuracy and completeness.
Track and monitor lead progress through the sales funnel, updating the CRM with relevant information
2017
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2017
Alorica
(Customer Service Rep (TELCO))
Customer Support:
Answer incoming calls, emails, or chats from customers seeking help with their telecom services.
Provide information on billing, account management, service plans, and product features.
Assist customers in troubleshooting issues related to their telecom services, such as connectivity problems, device issues, or network outages.
Address customer inquiries regarding billing statements, payment due dates, and account balances.
Assist customers with making payments, setting up payment plans, or updating billing information.
Resolve billing disputes or discrepancies by reviewing account history and providing explanations or corrections.
03/2016
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11/2016
PLDT SALES
(SALES AGENT)
Promote and sell PLDT’s range of products and services, including fixed-line services, broadband internet, digital TV, and mobile plans.
Meet or exceed sales targets by identifying and pursuing new sales opportunities through cold calling, referrals, walk-ins, or networking.
Assist customers with the application and activation processes for new services, ensuring a smooth and efficient experience.
Follow up with customers after sales to ensure satisfaction and address any issues that may arise.
Stay updated on PLDT’s latest products, services, pricing, promotions, and industry trends.
Participate in ongoing training sessions to enhance product knowledge, sales techniques, and customer service skills.
Educate customers about the latest technological advancements and how PLDT’s offerings can benefit them.
01/2015
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12/2015
CHAI MASSAGE (Wellness and Therapeutic Spa)
(SECRETARY | RECEPTIONIST | APPOINTMENT SETTER)
Provide detailed information about the spa’s services, treatments, and packages to potential clients.
Address client inquiries, concerns, or complaints professionally and escalate issues to the spa manager when necessary.
Ensure that clients feel valued and taken care of, from their initial contact to the completion of their visit.
Manage and coordinate spa appointments and bookings, ensuring efficient use of spa resources and staff.
Handle incoming phone calls, emails, and walk-in inquiries to schedule or modify appointments.
Confirm appointments with clients via phone, email, or text reminders, and manage any last-minute cancellations or changes.Warmly welcome clients as they arrive at the spa, creating a positive first impression.
Check-in guests for their appointments, confirm their services, and answer any initial questions.
Offer refreshments or a comfortable waiting area if there is a delay.
Handle payment transactions, including processing credit/debit card payments, cash handling, and issuing receipts.
Manage gift card sales, discounts, and promotions, ensuring accurate application during billing.
Maintain accurate records of daily financial transactions and prepare end-of-day cash reports.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.