Rhea Gultian
General VA- Sales & Customer Service Representative
Experience
General VA- Sales & Customer Service Representative
Mawoo pets
This is a marketplace of dogs where breeders and customers are visiting the website to either buy or sell puppies. I started as an agent reaching out to our breeders for puppy posting and then eventually taking care of customers' inquiries.
I provided support via emails, chats, phone, and social media for customers from USA and Canada. I also helped the start-up company establish operational processes, hired & trained additional team members, and handle escalations too. I worked as an all-around assistant/customer advocate being trusted with day-to-day operational tasks.
I contributed ideas and solutions that made processes effective and efficient and reported directly to the CEO, & Operation Managers.
E-commerce Customer Service Representative
Scrapbooking Coach
I worked as an all-around VA -Customer Service Administrator for an E-commerce store selling digital products, physical books, and subscriptions. My tasks were to answer emails via submitted tickets on Freshdesk, assist in the back end of our WordPress Site to ensure customers are getting access to their digital classes, process refunds, offer retention for cancellation requests on orders & subscriptions, and work inside Shipstation to verify customer addresses and create manual orders when necessary.
Moreover, I moderated and answered Facebook post comments and private messages from customers, presented sales process evidence to our account merchants to provide evidence of sales disputes and managed inventory for all products and alerted the owner of low stocks, enhanced service delivery by recommending changes to procedures and products in response to customer feedback, and exceeded the company's standards of productivity by 40% when responding to tickets efficiently.
I report directly to CEO and proactively looked for solutions to problems and propose improvements.
Customer Support Supervisor
Tango Me
I got promoted to lead 5 people in our remote team where I trained, supervised agents, and assessed each agent's skill level and knowledge. As a team leader, I motivated and coached agents to complete routine and complex situations and tasks.
I also handled escalated tickets from customers requiring thorough reviews and resolutions. Then troubleshoot problems from within the app, and assessed findings and feedback.
Furthermore, I created training materials and updated knowledge base articles for customers and agents and worked without close supervision but minimal guidance, and directly reported to the Manager.
Customer Support Agent Level 2
Tango Me
By consistently achieving top ranking for customer satisfaction, retention, and efficiency. I was provided with cross-training to handle complex issues in order to provide customer service backup for the existing team. I provided excellent technical support by continually utilizing the app for frequent updates.
I was also provided other tasks by my manager such as recruiting to look for new team members to join our team and training them too.
Customer Support Agent Level 1
Tango Me
I was hired to respond to tickets from Zendesk dealing with basic customer concerns and then sorting concerns that need to be escalated or assigned to the specialized team. I also processed requests from users about account verification and deletions. When handling tickets, I was also able to educate customers on how to use our app and assist them with some troubleshooting issues.
I managed a high volume of tickets within a deadline-driven environment and resolved an average of 600 tickets in a week and consistently met performance benchmarks in all areas (speed & quality).
Inbound Telesales Associate
VXI Global Solutions
Generated new customer sales via qualified, inbound calls and solicited cross-selling and up-selling opportunities from existing customers. Achieved target sales quotas by utilizing sales techniques and ensuring to deliver a best-in-class customer experience, ongoing satisfaction, and retention.
Key Accomplishments:
- Recognized as "#5 Top Sales Agent" (out of 120 agents) on March 2009. The ranking was based on customer satisfaction, the number of sales/calls, verified sales, and quality assurance.
- Contributed to our team as the "top team on March 2009" by improving conversions and KPIs.
- Learned about working both on my own and as a team, working calmly under pressure, and greatly improved my communication and computer skills.
Summary
Languages
Education
Far Eastern University
A. B. English Language · Caloocan, Philippines
Similar Freelancers
Discover other experts with similar qualifications and experience