Professional Customer Service Representative

For the span of 1 year working as Technical Support Representative on prepaid company our main services is a phone line and a wireless connection with a bulk services across all US state. Aside from troubleshooting we assist billing and renewal inquiries as well as ticket management system for complex issue on the device. We use CRM software specifically Salesforce and CCaaS platform like Genesys Cloud to track inbound calls and customer information on the system.

Handling 80-100 inbound call everyday while maintaining strict Key performance Indicator (KPI). Managing Payment Renewal and bills inquiries, Ticketing Creation and status, Checking Services. Required to pitch sales and introduce new promotional discount and line of services that can help lesser their bills while maintaining key performance indicator such as Customer satisfaction score (CSAT), First Call Resolution (FCR), Resolution Rate (RR), Quality Assurance (QA) and Average Handle Time (AHT)

For span of 1 year I've been working as cold caller or telemarketer Handling call leads up to 100-200 outbound calls daily. My main focus was reaching out potential customer to qualified and introducing services and product while maintaining qualified call leads transfer 8-10 everyday and maintaining my Quality Assurance (QA) score with 90% average score every week. Using Autodial Tools to track call leads and making phone calls to potential customer.