Customer Service Expert
Cebu
With over 18 years of experience in the Business Process Outsourcing (BPO) industry, I bring a well-rounded and results-driven approach across multiple domains, including customer service, technical support, retention, finance, and sales. Throughout my career, I have developed a strong ability to understand customer needs, resolve complex issues efficiently, and build lasting relationships that drive satisfaction and loyalty. My background in technical support has equipped me with solid problem-solving skills and the ability to translate complex information into clear, user-friendly solutions. In retention and sales, I have consistently demonstrated the ability to turn challenging interactions into opportunities, helping to improve customer lifetime value while meeting and exceeding business targets. My experience in finance-related processes has also strengthened my attention to detail, accuracy, and compliance with industry standards. Adaptable and performance-focused, I thrive in fast-paced environments and continuously look for ways to improve processes, enhance customer experience, and contribute to organizational success. I am passionate about delivering high-quality service while aligning with business goals and maintaining a customer-first mindset.
Accenture, full_time
Oct 2013 to Present
Maintain customer satisfaction by handling all complaints in compliance with quality assurance on all calls. ● Responded to customer and internal queries professionally and efficiently ● Provide retention offers to clients with high risk of leaving ● Give technical support to customer in need with their faulty devices ● Contact couriers to ensure delivery of products are done ● Provide payment arrangements for overdue balances ● Assist new hires during their training period ● Handled customer payments and distributions across various entities, maintaining precise accounts receivable records. Examined and rectified invoice issues, short-payments, and unapplied funds. Created sales invoices, dispatched monthly statements, and pursued overdue receivables. Administered customer refunds accurately and within specified timelines. ● Generate sales by managing and processing high volume of inbound sales calls and provide the requested information, including product and service material, deals and promotions ● Facilitate sales of all services according to company and client’s requirements ● Facilitate client requirements with preparing all new contracts, service agreements and/or sales for the same ● Conduct proactive consultative analysis to new and existing customers ● Perform all follow up for outbound calls and consistently ensure optimal levels of client satisfaction.