Customer Service Sales Specialist | 5+ Yrs BPO | CRM
Cebu
Hi, I'm Kenneth, a Customer Service and Sales Specialist with over 5 years of BPO experience across airline, healthcare, e-learning, and B2B sales accounts. What I do best: - Inbound customer service: handled high-volume calls and emails for Hawaiian Airlines, Medicare insurance at Cognizant, and an e-learning platform at Sykes. - Appointment setting and lead qualification: ran B2B cold calling campaigns for industrial steel, remote staffing, and commercial cleaning clients across North American and Canadian markets. - Upselling and cross-selling: sold upgrade seats, credit cards, hotel packages, car rentals, and tour packages at Teleperformance. - CRM and bookings: daily use of GoHighLevel (GHL), plus reservations and scheduling with Sabre InterAct, Amadeus GDS, and Google Calendar. - Data entry and records: maintained accurate customer records with strong attention to detail. Highlights: - Promoted to Subject Matter Expert (SME) at Teleperformance, guiding junior agents and handling escalations. - Ran a 15-month B2B steel campaign before the client restructured. - Managed an account solo, handling all inbound calls, CRM workflows, and follow-ups with minimal supervision. - Comfortable supporting US, Canadian, and Australian customers. I'm reliable, detail-oriented, and available for Monday to Friday schedules in AEST, US, or PH time zones. Looking for a long-term remote role where consistency and communication matter.
Ameeratel Inc., full_time
Sep 2024 to Sep 2026
• Independently managed a customer support account end-to-end, handling all inbound calls, customer enquiries, and follow-up requests. • Managed and confirmed scheduled appointments, coordinating calendars and sending booking confirmations to customers and internal teams. • Updated and maintained customer records in GoHighLevel (GHL) CRM with accuracy and attention to detail. • Executed automated email and SMS follow-up workflows to confirm bookings and reduce no-shows. • Followed up on customer enquiries and unresolved requests until fully resolved. • Handled customer retention, addressing concerns and preventing cancellations. • Utilized Zoiper5 softphone and Google Workspace (Gmail, Calendar, Sheets) for daily operations. • Executed client-assigned administrative projects independently with minimal supervision.
Innocentrix PH, full_time
Mar 2024 to Jul 2024
• Made outbound calls to authors to present and sell book publishing packages. • Utilized in-house CRM and outbound auto-dialer. • Evaluated campaign business model and determined it was not aligned with long-term career goals.
Cognizant, full_time
Nov 2023 to Mar 2024
• Handled inbound calls and enquiries from pharmacies and medical providers regarding claims and coverage. • Updated customer and member records in secure databases with strict accuracy and compliance. • Processed retroactive claims and maintained detailed documentation of every interaction. • Liaised between members, providers, and insurance representatives to resolve coverage issues. • Maintained strict compliance with HIPAA and data privacy regulations. • Navigated multiple systems simultaneously while maintaining attention to detail.
Teleperformance, full_time
Jun 2021 to Aug 2023
• Managed high-volume inbound calls and customer emails for Hawaiian Airlines, including booking, rebooking, and confirming reservations. • Managed and confirmed bookings for flights, seat upgrades, hotel packages, car rentals, and tour packages. • Resolved website and mobile app issues for customers, providing step-by-step guidance over the phone and via email. • Processed reservations and check-ins using Sabre InterAct and Amadeus GDS. • Promoted to floor Subject Matter Expert (SME), guiding junior agents and handling escalated customer concerns. • Liaised with internal airline teams to resolve booking and service disruptions. • Maintained composure during high-stress interactions involving angry customers affected by delays and cancellations. • Consistently met performance metrics across a 26-month tenure.
Sykes PH, full_time
Nov 2017 to Apr 2023
• Provided inbound technical support via phone and ticketing system for teachers and students on the Pearson Digital E-Learning Platform. • Resolved login, portal access, and digital textbook issues with clear written and verbal communication. • Documented all customer interactions accurately in the ticketing system. • Completed original 3-month contract and was extended to 5 months based on high performance.