Mary rose T. - Customer Service Representative

Philippines

Experience

Jun 2023 - Present

2 years 5 months

Lorem ipsum dolor sit amet

conduct face-to-face Zoom onboarding sessions for paid users and coaches, guiding them through platform navigation and feature utilization
address customer complaints and inquiries via live chat and email, ensuring swift resolution
manage calendars using Acuity Scheduling and facilitate appointment setting
oversee email correspondence, file management, and document uploads/downloads
collaborate with the tech team to troubleshoot platform/app issues and report findings
assist in mapping forms to Active Campaign for enhanced workflow
orchestrate social media posts for the business to maintain an active online presence
undertake various administrative tasks as assigned

Oct 2021 - Sep 2022

1 year

Apr 2021 - Oct 2021

7 months

possess thorough product knowledge to answer inquiries
efficiently process orders and prepare for delivery/pickup
serve as the lead point of contact for all customer account management matters
record and track customer interactions, transactions, and feedback
build and maintain strong, long-lasting client relationships
collaborate with colleagues and provide process improvement insights
negotiate contracts and close agreements to maximize profits through expert support
ensure timely and successful delivery of products according to customer needs and objectives
communicate progress of monthly/quarterly initiatives to direct team leaders
develop new business with existing clients and/or identify areas of improvement to meet sales quotas
forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
prepare reports on account status
collaborate with sales team to identify and grow opportunities within territory
assist with challenging client requests or issue escalations as needed
update CRM

Sep 2019 - Jan 2021

1 year 5 months

Jul 2018 - Sep 2019

1 year 3 months

prepare and deliver lessons to improve students’ reading, writing, and conversing skills
develop educational content such as notes and quizzes
assign activities to facilitate consolidation of learning material
tailor teaching style to students’ needs
ensure the class is conducive to learning by managing interpersonal dynamics
track and report on students’ progress
stay up-to-date with learning software
ensure teaching equipment is in good working condition at all times

May 2017 - Jun 2018

1 year 2 months

consistently exhibit a positive, empathetic, and professional demeanor when interacting with customers
address inquiries across multiple communication platforms and adeptly handle complaints
comprehensive product knowledge enables expert address of concerns such as modifying or canceling family plans, as well as other technical queries
document customer interactions, transactions, and feedback
collaborate with colleagues when needed, enhancing the efficiency of customer service procedures
guide junior representatives, ensuring top-notch customer support and overall satisfaction

Apr 2016 - Feb 2017

11 months

ensure a positive, empathetic, and professional customer approach
address dental inquiries, offering patient eligibility and benefit details to providers swiftly
prompt multi-channel provider communication, proficiently handling concerns
in-depth product knowledge for accurate assistance
maintain comprehensive records of interactions, transactions, and feedback
collaborate with colleagues for seamless customer service
ensure unwavering customer satisfaction through proficient and professional support