Customer Support I Blended Support I Sales and Cold Calling
Misamis Oriental
Customer Service Excellence Blended Support (Voice, Chat, Email) Telemarketing & Cold Calling Appointment Setting and thread-based follow-up B2B and B2C Lead Conversion Lead Tracking and Management CRM Proficient (HubSpot, Zendesk, and Dynamic 365) Cross-Market Communication Time Management and Organization Adaptability & Self-Motivation
Concentrix CVG Philippines Inc., full_time
Mar 2024 to Apr 2026
Managed a retail account for two years, focused on food delivery Managed 60 to 80 daily interactions per shift across inbound, outbound, and digital channels, including email and SMS. Resolved 200 to 300 back-office tickets on scheduled high-volume days, ensuring efficient queue management. Addressed customers' concerns regarding order status, cancellations, and delivery experiences. Processed customer order updates, profile modifications, and account management requests. Utilized TOKU softphone dialer alongside Dynamics 365 and Zendesk CRM tools.
411 Locals, full_time
Apr 2023 to Feb 2024
Outreached to 160–200 cold leads daily to promote advertising education and SEO services. Offered SEO advertising services designed to position small businesses on the front page of Google search results. Qualified leads based on their interest level and win-back potential for cancelled customers. Used Google Sheets to track lead status, categorizing prospects as either zombie or successful. Engaged customers via a Genesys auto-dialer tool to drive lead education and conversion.
TYTAN Teams, contract
Dec 2022 to Mar 2023
Processed 80–120 warm leads per shift to convert prospects and establish partnerships for virtual assistance outsourcing solutions. Served as the first point of contact for the business, gathering and forwarding essential information. Managed client meetings and sales negotiations via Calendly to drive conversions. Participated in weekly meetings to review progress, update action plans, and set goals. Used multiple channels to contact prospective clients, including social media messaging, email (Outlook/Gmail), SMS via Skype, and the HubSpot phone tool. Utilized HubSpot to manage the sales pipeline, track leads, generate reports, and monitor customer service requests.
Inspiro Relia Inc., full_time
Dec 2018 to Feb 2022
Managed confectionery-retail account for 80 to 100 calls per shift Handled customer issue on order status and details, delivery concerns and request, and account management request Upsold products of the business to registered customers and offer retention program for cancelled-accounts customers Utilized Genesys for Soft-phone tool communication, alongside with Atlas CRM Tool