CS Retention Specialist | 3+ Yrs BPO | VA Client Support Expert
Rizal
Hi! I’m Paulyn — a reliable Customer Service & Virtual Assistant with 3+ years of BPO experience in customer support, loyalty, and retention. I excel at clear communication, problem-solving, multitasking, and building strong client relationships. I’m proactive, detail-oriented, quick to learn new tools, and committed to delivering consistent, high-quality work that helps your business grow. What sets me apart? I don’t just complete tasks — I bring care, initiative, and a solution-focused mindset to every project. Let’s work together!
Bell / Quantrics, full_time
Nov 2025 to Jun 2026
Duties & Responsibilities Role: Loyalty & Retention Specialist / Business Account Specialist Portfolio: Canadian Business Accounts | Mobility Services (Bell) 1. Client Outreach & Discovery - Initiate outbound calls to assigned business accounts to schedule short consultation meetings - Conduct structured discovery conversations to understand current usage, pain points, business goals, and service requirements - Document all discussions, needs, and feedback in the CRM system for accurate tracking 2. Account Analysis & Strategy - Perform in-depth review of account history: plans, usage, billing, contracts, and existing services - Identify opportunities, gaps, and value points aligned with Bell’s mobility solutions - Use analysis to build a tailored, competitive offer that fits the client’s operational and budget needs 3. Proposal Development & Presentation - Prepare clear, customized proposals outlining recommended plans, pricing, benefits, and terms - Schedule formal video conferences via Microsoft Teams to present the proposal - Walk through details, answer questions, and demonstrate how the solution supports their business 4. Renewal & Closing - Negotiate terms professionally to secure agreement and renew the contract - Guide the client through the signing/approval process for the new agreement - Finalize all paperwork, update account records, and confirm service continuity - Ensure full retention of the account while maintaining strong long-term relationships 5. Core Objective Reduce customer churn, maximize contract renewals, and protect revenue for Bell Mobility by delivering personalized, data-driven solutions to Canadian business clients.
AT&T / Alorica, full_time
Oct 2021 to Feb 2024
📋 Duties & Responsibilities Position: Customer Experience Agent Company: Alorica Philippines Inc. Account: AT&T Business-to-Business (B2B) Mobility Services - Inbound Call Handling: Receive and respond to incoming calls from business clients, addressing their inquiries, concerns, and requests promptly and professionally. - Service & Plan Support: Provide detailed information about mobility services, plan features, rates, terms, and billing details to ensure clients fully understand their accounts. - Sales & Product Offers: Promote and sell mobility solutions including mobile devices, plans, and related financial options available for business accounts. - Account Management: Perform account actions such as activating new lines, updating existing services, processing deactivations, handling number porting requests, and processing account cancellations as requested. - Financial & Credit Assistance: Manage credit-related inquiries, adjustments, and validations in compliance with company policies and guidelines. - Customer Satisfaction: Deliver high-quality service, resolve issues efficiently, and ensure clients leave the interaction satisfied and confident in the service provided.