Leading Edge Connections, LLC/ Tampa, FL / May 2023 – Oct 2023
SERVICE REPRESENTATIVE (Remote)
Financial Services Acct - Answer customer calls, educate on insurance benefits for Home, Health, & Auto coverage, ensure precision in maintaining and updating customer records., evaluate policies, assist with enrollments and renewals, and guide clients through the claims process.
Food and Bev Acct - Answer customer calls for food orders, facilitating the order process, providing shipping details, processing over the phone payments, and effectively addressing order issues by initiating and overseeing claims for prompt resolutions.
Retail Acct - Answer customer phone inquiries related to online orders, providing assistance with order inquiries, returns, exchanges, refunds, promotions, inventory checks, order cancellations, and product inquiries, all while offering knowledgeable responses and
Manager, Outbound B2B Sales
Responsible for metrics, systems, and production. I've helped enhance and optimize our process in getting more deliverables.
Monitored our data daily, weekly, or bi-weekly to understand the best time of the day to call, best of the week or best season to call.
Strong understanding of the metrics, systems, and people. Analyze as to when is the best way to advise conversion to maximize data.
Conducted regular tea
Looked at the numbers daily with the intentions and strategize how we can do it better.
Responsible to determine the Science of what we do.
Managed and provided system support to our CRM software (Vanillasoft).
Provided ongoing administrative support to our operations function.
Assisted with various data management and data entry projects.
Generates both quantitative and qualitative analytical reports that provide insights and areas of improvements for existing business processes.
Hiring (Job Posting, Selection, & Interview).
Provided ongoing training and coaching to help agents improve their skills and meet their sales goals.
Conducted regular tea
SalesStaff LLC/ Houston, TX / Feb 2014 – Jul 2017
Creates payroll report.
In charge in Job Posting, Interview Process and New Hire Training.
Coordinate with US Executive Team new process necessary to help the team provide greater results.
Handles team’s complaints and feedback and provide resolutions.
Manages Supervisors in facilitating their admin tasks.
Provides campaign training (Lead Generation & Appointment Setting) and coaching.
Live Calls Monitoring to identify strength and weaknesses of ISRs.
Create revenue opportunities for our clients (our clients are B2B companies in industries such as technology software/hardware, financial services, healthcare, and logistics.)
Lead Generation Specialist
Makes a high volume of outbound B2B calls daily.
Works within defined key performance indicators and process qualified opportunities using internal provisioning systems.
Overcome prospect objections by utilizing product knowledge and negotiating skills.
Identify decision makers and gain business intelligence through professional conversations.
Work with our production team to achieve campaign objectives and qualification parameters.
Sutherland Global Service Limited/ Makati, Philippines / Jul 2011 – Dec 2011
Tier 1 Consultant
Answer inbound calls as well as assist customers who have specific inquiries
Update the existing databases with changes and the status of each customer/prospective customer
Complete call logs and reports; research billing issues, research misapplied payments.
Alert the supervisor of trends in customer calls and recommend process improvements.
ePerformax Contact Centers & BPO/ Makati, Philippines / Apr 2009 – Jun 2011
Customer Support Representative
Answer phones and respond to customer requests, offer products and place customer orders in computer system, provide customers with product and service information.
Identify, research, and resolve customer issues using the computer system. Follow-up on customer inquiries not immediately resolved.
Review customer complaints and search for possible solution.
Give information to the customers regarding their concerns.
Record and encode the information that the customer gives.
Give step by step instruction to customers i.e. listing an item online.
Experience: Less than 6 months
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