Hi, My name is Sarah Mae Singcol, 26 years old from Cebu, Philippines.
I am an optimistic, quick learner who is also well-organized and goal-oriented.
During the last six years of my experience in the BPO industry, I developed my skills in customer service, technical assistance, and report/data analysis. I recently handled reporting and real-time engagement that includes providing realistic plans while closely working with management to ensure we reach our goal. I am proficient in MS Excel functions to administrative tasks like email management. I am familiar with Skype for Business, Outlook, Gmail, Spreadsheets, and One Drive. Also, I used to manage my small business's social media account. Was in charge of everything from marketing to addressing all queries, accepting orders, developing templates, and editing tools like Adobe and Canva.
I am looking for new opportunities to use my expertise. Thus, I'm doing more research through social media and online courses, learning new things or tools beneficial to business growth.
Cebu Technological University
- Use Outlook to manage emails, such as deciding and sending them, as well as responding to operations and client interactions ( prioritizing urgent concerns)
- Excel data validation and listing
- Creating new templates with Microsoft Excel functions to increase report accuracy and Basic macro functions to save time.
- Provides real-time data-driven recommendations and analysis to improve performance.
- Monitor the attendance report in all GEOs.
- ADHOC and intra-day report distribution to operations and client
- Examine critical data points (volume vs. resource capacity) to ensure maximum coverage and accomplishment of our Service Level Goal.
- Managing queues in real-time to guarantee business success.
- Assisting customers in setting up systems straight out of the box.
- Troubleshoot fundamental hardware difficulties such as the machine not turning on, not booting up, or a keyboard or mouse malfunction.
- Assists with fundamental software concerns such as activation of third-party applications such as Adobe, Microsoft Office (Outlook, Excel), anti-virus protection, and basic WIFI settings.
- Process a purchase order for a new product or a replacement for a faulty part or system.
- Case handling within the time constraints.
- Managing emails while on the phone | Responding to inquiries or delivering solutions to customers through email/callback if preferred.
- Assisting with billing issues such as credit/debit inquiries
- Processed payments.
- Assists customers with technical difficulties relating to their television, cable box, WiFi connection, and phone.
- Upselling and cross-selling supported items
- Managed calls to satisfy all KPIs such as AHT and CSAT.
(Customer satisfaction)