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Princesse Veron Amadeo

Data Entry and Customer Service Specialist

Summary

Dedicated Customer Service Representative with 5 years of experience in telephone service, including sales, technical support, billing and customer care. Motivated to maintain customer satisfaction and contribute to company success. Seeking to take next career step with a well-respected company.

Skills

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Customer Service Specialist
  • Handled 40-50+ customer interactions per day, giving detailed, personalized friendly and polite service to ensure customer satisfaction. Duties include signing up new customer, customer retention, billing disputes, presenting relevant product information and cancelling services.

  • Trained and coached new employees monthly in giving excellent customer service, sales and data entry practices.

  • Suggested a new tactic to persuade cancelling customer to stay with the company resulting in an increase in sale and decrease in cancellations.

  • Suggested a new Quality Control regime to assess customer service representative employee effectiveness reducing escalations and improving customer satisfaction rating.

Skills

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Excel
  • Create pivot tables and modify spreadsheets to achieve daily and monthly goal
  • Manage spreadsheets and update data daily/monthly to ensure accurate data availability for co-supervisors.
  • Imported and exported data from text files, saved queries or database and created a calculator for co-supervisors for an easier tracking and monitoring of metrics.
  • Knowledge on Pivot tables, Vlookup, SUMIF etc.

Skills

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Communication
  • Conversational in English able to meet all customer service requirements with customers)
  • Remain cool during supervisor calls with irate customers and reach peaceful resolution
  • Persuade customers to listen to sales pitches and consider making “upsell” purchases

Work experience

Apr 2014June 2017

Supervisor/Team Lead

VXI Global Holdings
  • Manage a team of call center agents. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.
  • Review daily statistics and results. Disseminate new product information to the agents. Introduce new staff members. Present commendations and awards. Communicate company information. Provide agents with a glimpse of future weeks. Create effective channels of agent feedback.
  • Perform at least one monitoring evaluation/coaching (documented) with each agent every week. Keep track of attendance, daily statistics, paid time off, sick time, etc. Create and maintain files on each agent as they relate to attendance, production, and reviews.
  • Present to the Group Manager at the conclusion of daily or each week a breakdown of thepast week's monitoring checklists and a written performance summary of the team.
Nov 2013Apr 2014

SME (Subject Matter Expert)

VXI Global Holdings
  • Functions as the ambassador for knowledge area. Applies expertise to support the team.
    Articulates and implements best practices related to area of expertise. Provides guidance and coach agent on how agent can improve statistics by providing best resolution to customer’s issue. Main focus is agents’ ability to handle/take calls and make sure to provide excellent customer service to avoid repeats (customer calling back).
  • Works with Lead SME(s) to provide knowledge, support and coaching to agents. SMEs are often the "go to" people for assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues.
Jun 2012Nov 2013

Technical Support Agent

VXI Global Holdings
  • Deliver customer service and technical support to customers using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by probing and analyzing issues.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
  • Research required information using available resources.
  • Follow standard processes and procedures.
  • Identify and escalate priority issues per Client specifications.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designed software.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
  • Follow up and make scheduled call backs to customers where necessary.
  • Stay current with system information, changes and updates.

Jan 2011Jan 2012

Social Media Management and Marketing

Empowered Networkers
  • In charge of boosting online presence and lead generation through Facebook and Twitter. Creation and scheduling of content for social media with the use of social media management tools. Weekly evaluation of social media presence and audience reach.

Education

Jan 2005Jan 2010

Bachelor Of Science In Nursing

Notre Dame of Dadiangas University
Jan 2001Jan 2005

General Santos Hope Christian School
Jan 1995Jan 2001

Junior Cultural Academy