日本と海外をつなぐクラウドソーシング

I Plus Intelligent Network Inc ( working under Pfizer, Inc)

Customer Relationship Management Associate

2016/03～ 2019/09

 Oversee third party call center, encoding and dispatching operations.
 Implements Patient Programs, CRM plans and campaigns based on different programs and new project directions.
 Development of call center manuals, scripts, interactions programs based on product programs and interventions.
 Coordinates with Trade Team on stocks and availability.
 Supports other communications such websites and digital signages.

Pfizer, Inc.

Customer Relationship Management Associate (Consultant)

2016/02～ 2010/10

 Oversee third party call center, encoding and dispatching operations.
 Implements Patient Programs, CRM plans and campaigns based on different programs and new project directions.
 Development of call center manuals, scripts, interactions programs based on product programs and interventions.
 Coordinates with Trade Team on stocks and availability.
 Supports other communications such websites and digital signages.

Mead Johnson Philippines, Inc.

Training and Complaints Escalation Officer

2005/03～ 2010/08

 Handles escalated / critical complaints from external and internal customers.
 Provides resolution to all inquiries and complaints handled by front liners
 Performs training and coaching for front liners / call center agent for inbound and outbound operations
 Oversee call center inbound and outbound operations
 Communicates to customers thru email on product queries and complaints
 Liaises with QA department for any product related complaints
 Coordinates with Trade or Medical Sales on information or concerns on stock, distribution and promotions
 Coordinates with Corporate Affairs Department for any escalated / critical complaints
 Coordinates with assigned courier on product replacements

Mead Johnson Philippines, Inc.

Senior Nutrition Consultant

2003/02～ 2005/02

 Initiates customer contacts thru telephone to ensure database information is updated.
 Provides counseling to members of the program in promoting the brand, good health, nutrition and child care
 Implements training course for new call center agents
 Performs quality assessment on all outbound and inbound calls