日本と海外をつなぐクラウドソーシング

Netoworx Frontier International

Team Leader/Sales Verifier/Customer Sales Assosciate

2005/08～ 2006/11

− Motivates agents, managing the sales, assists to lead the team, do the verification part of the selling process, and maintain the good interaction of each agent.
− Daily and weekly reports (e.g. weekly agents assessments, compute the sale per hour, agent status and comments).
− Tasked to do outbound calls for online pharmacy and later on for phone relutions sunrocket VOIP service for US campaigns.
Campaign: Phone Revolutions SunRocket VOIP Service B2B
Goal: Qualifying leads, hard core selling of VOIP service, motivating leads, tasked in explaining the proper procedure I using product, also tasked to mention the benefits and maintaining the good quality of each sale, and allso tasked for credit card pulling.

Campaign: RX ONLINE PHARMCY B2C
− Tasked to call leads and refill their medication and also tasked to strictly ask the 40 medical questionnaires for the fulfillment of their prescription to be reviewed by our medical doctors, and also tasked to pull out credit card.
Reason for leaving: company closure.

CALL CENTER ACADEMY of the Philippines

Administrative Officer/ Sourcing Specialist/ Recruitment Specialist

2007/01～ 2007/03

− Outsourcing people for invitation for a job interviews.
− Direct marketing of databases from call centers human resource department, job fairs, and universities graduate lists.
− I was tasked to conduct interviews, giving exams and entertaining applicants.
− External activities like job fair participants and call centers calibration in qualifying applicants.
− I am able to manage to do extra tasks with a minimum supervision.
Reason for leaving: Had finished contract.

West Contact Services Incorporated

Dedicated Senior Saves/ Escalation Representative for Earthlink

2007/03～ 2008/02

tasked to do retentions call, billing, customer service and sales assistance towards dial up,adsl ,sdsl , cable, satellite, municipal wifi, phone and internet services and internet phone services.

GOAL: saving accounts for cancellations, assists customers in billing and other services concern, sales and upsell additional services, installation information, 2nd level concerns about billing and etc.
Reason for leaving: account pulled out and transferred to Cebu.

Aditya Birla Minacs Philippines Incorporated

Customer Relations Representative/ Back Office Officer for Nissan USA

2008/02～ 2008/06

− Tasked to take inbound calling for Nissan customer’s aiming for warranty information, general sales, vehicle information, extended service contract cancellation, transfer information.
− Tasked to do an office background and taking responsibilities for customer.
GOAL: able to answer questions regarding a lot of vehicle information, recall information, and processing of vehicle service contract cancellation, transfer, and etc.
Reason for leaving: educational purpose, since the contact center doesn’t have a part time schedule/s.

Q-Tech BPO (Internship)

Website Administrator/ Quality Assurance for MIS

2009/11～ 2010/03

Tasked to manage a website: www.philippineindex.com
− Organization of post on forums, classified ads, and business listings.
− Changes on the website whenever it is needed.
− Created the forum and classified ads rules for the website.
GOAL: to organized the threading of the forum, editing incorrect posts, searching for spam posts and etc.,
Reason for Leaving: Completed the 300 hours Internship.

Hinduja Global Solutions

Health Care Account Customer Escalation Associate for Aetna

2012/10～ 2013/09

− Tasked to handle escalated calls for National, Middle, Small group market and Individual for Benefits and Eligibility and Claims for a health care account.
− Cross trained for HMO account which handles the same scope.
− Handled and use over 35 tools and different splits.
Goal: First call resolution in providing an excellence customer service.
Reason for leaving: Looked for a day shift account.

Acquire Asia Pacfic Philippines Incorporated

Tier III Level I TelCo Customer Accounts/Retentions Representative for Dodo Australia

2013/09～ 2015/09

− Tasked to handle inbound, doing outbound and email cancellations.
− Tasked to handle escalation calls for a Telecommunication company in Australia.
− Tasked to handle retention calls in resolving complicated issues and complaints.
− Tasked to handle TIO threats customer.
− Resolving issues and concerns and doing cross selling as a resolution and up selling.
Goal: Resolving customer's issue via identification of the problem, sighting examples, up selling, cross selling, and building rapport in building customer's trust.
Reason for leaving: Career Advancement

TTech (formerly Teletech Philippines)

Team of Experts for T Mobile US

2015/09～ 2018/08

Team of Experts for T Mobile US
- Handling over all inbound calls for general inquiries, complicated billing, upsell, order tracking, technical support, financial for payment plan and arrangement, and escalations.
Mentor for Customer Experience Executives
- Handling mini probationary team under nesting period. Managing and motivating nesters and implement a good fruit for their success in the account. Creating a daily assessment and goal setting.
Floor Support
- Supporting the operation with their inquiries about the account, process and resolution.

Data Alps Marketing

Upsell and Customer Service Representative for AT&T Mobility

2018/08～ 2019/03

- Handling all operation sales for DTV and AT&T internet in creating leads and strategies for upsell, and cross selling of AT&T mobility.
- Training the new hires for AT&T Mobility
- Tracking Sales and updating status to Senior Sales Manager daily and weekly.