R*****n

TSA is an Australian-owned business specializing in helping companies acquire, retain, and grow their consumer customer bases. We represent some of the country’s largest brands, across eight Call Centre’s in Australia and internationally. We’re a purpose-driven business and their mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands. • As an integral member of the company, my role involves executing the company’s purpose by providing administrative support in voice services with Chat and Voice streams. I play a crucial part in supporting our clients with acquiring, engaging, and retaining their customer base by acting as a brand ambassador, representing and promoting products to both new and existing customers. • I am responsible for handling various services, including inbound queries regarding the status of outages. I take ownership of every customer’s inquiry by thoroughly investigating their account, needs, and wants, ensuring to identify and resolve the root cause of their issue. This May involve providing recommendations on changes to their product set, adding new products, or arranging repairs. • To provide a tailored resolution to customer queries, I clarify their concerns and ask questions to gain a comprehensive understanding of their household situation. I troubleshoot issues related to Telco Services, such as TV, phone, and internet connection dispatch timing/status, as well as the status of pending orders for Plain Old Telephone and High-Speed Internet. • Additionally, I handle offline tasks such as rescreening and follow-up on tickets received back in the queue. I make outbound calls to customers for further troubleshooting or canceling dispatch, and I also work on other offline projects within this product line. • When responding to customer inquiries, I ensure to provide basic billing information and address any concerns they may have in that regard. Furthermore, I take the responsibility to ascertain that the customer understands the solution they have agreed to, along with the products/services that will be provided. I also ensure that they are aware of all legal and regulatory obligations associated with their situation.

T-MOBILE iQor is a business process outsourcing company that provides customer service to third-party collections and accounts receivable management. Although its headquarters are located in St. Petersburgh in Florida, the company operates about 40 call centers in North America, Europe and Asia. It is also a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions comprised of 35,000 amazing employees spanning 10 countries. We are passionate about delivering an outstanding omnichannel customer experience for brands across the globe. • In my role in the company, I am responsible for handling and managing large volumes of incoming phone calls efficiently and professionally. This includes taking inbound calls as well as making outbound collection calls to generate sales leads. • I am also tasked with providing technical support to customers by addressing their inquiries via incoming calls, chat, or email. I must demonstrate excellent customer service skills and take ownership in assisting, researching, and resolving any customer issues that may arise. • To ensure customer satisfaction, I actively identify and assess customer’s needs, aiming to provide them with appropriate solutions and achieve their satisfaction. Building sustainable relationships and trust with customer accounts through open and interactive communication is another important aspect of my role. • To provide accurate and valid information, I utilize the right methods and tools available to me. Meeting personal and team sales targets, as well as call handling quotas, is also a key performance indicator for me. • Handling customer complaints and finding appropriate solutions and alternatives within specified time limits is another responsibility I undertake. I make sure to follow up with customers to ensure that their issues have been resolved to their satisfaction. • To maintain organized records, I diligently keep track of customer interactions, process customer accounts, and file relevant documents. The following communication procedures, guidelines, and policies are essential to ensure consistency and professionalism in all interactions. • Finally, I go the extra mile to engage customers and provide exceptional service. This may involve going above and beyond to meet their needs and exceed their expectations, fostering positive and lasting relationships with pour valued customers.

Sprint Corporation Sprint Corporation (which did business as Sprint) was an American telecommunication company. Before being acquired by T-Mobile US on April 1, 2020, it was the fourth-largest mobile network operator in the United States, serving 54.3 million customers as of June 30, 2019. The company also offered wireless voice, messaging, and broadband services through its various subsidiaries under the Boost Mobile and Open Mobile brands and wholesale access to its wireless networks to mobile virtual network operators. • In my role at the company, I provided prompt and professional customer support with a friendly and patient attitude. I handled over 50+ calls per day, addressing a wide range of inquiries including billing, payments, disputes, refunds, service additions and removals, and ensured effective long-term resolutions for each call. • I collected payments with compassion while also managing upgrades, sales orders, tracking shipments, activating and suspending equipment servicers, and adding international plans and roaming features. Additionally, I filed cases for lost devices, non-return fees, fraud concerns, missing promotional offers, and credit and adjustment requests. • I actively listened, diagnosed, and troubleshoot network and technical issues, ensuring timely ticket updates and guiding users through step-by-step resolutions. When faced with customer complaints, I addressed them politely and escalated them to management when necessary. • Through voice communications, I consistently exceeded the quota for Promoter Score, attaining high customer satisfaction ratings. I also contributed to 100% satisfaction survey participation and received great feedback from customers, even before the contract ended.

Demo Power is a marketing services company that focuses mainly on in-store product demonstrations and sampling. Demo Power Philippines (DP) has partnerships with key supermarkets nationwide to exclusively conduct product demos inside their selling area. DP effectively integrates the crucial elements of Brand Communication, Display, and Effective Trial and allows them to interact at one instantaneous moment to create an experience, which can help hasten the process of conversion to a client’s brand. • In my role at the company, I engaged with over 200 customers in the selling area, guiding them to find what they needed and highlighting current promotions as alternatives to boost sales for the company. • I made it a point to memorize all products, promotions, and services so that I could quickly and efficiently answer customer questions. This knowledge allowed me to assist customers in choosing purchases and provide answers to their skin, hair, and body concerns. Additionally, I recommend suitable or best products and utilize sales techniques such as upselling to entice customers and meet sales goals. • By achieving a 10-star customer satisfaction rating and maintaining sales of 98-100% every month, I consistently exceeded our target of 70%. Furthermore, I actively built customer loyalty by offering gifts or freebies to customers who reported product issues, thereby fostering long-term relationships with our valued customers.

Watsons is the leading O+O (Offline plus Online) health and beauty retailer in Asia and Europe, to bring more to the lives of customers around the world –anytime and anywhere – in retail stores online and through their mobile devices. It’s currently operating over 8,000 stores and more than 1,500 pharmacies in 15 Asian European markets. Watsons continually sets the standards in the health, wellness, and beauty market, providing personalized advice and counseling in health, beauty, and personal care on top of its market-leading product range, making customers LOOK GOOD, DO GOOD, and FEEL GREAT every day. • In my role at the company, I welcome over 300 customers per day and serve as the face of the brand and an expert on the benefits of our products for various skin types. • I sustain customer relationships by providing passionate service, driving brand loyalty, and increasing customer engagement. I demonstrate the newest and most effective skin care products that suit customer’s ages and needs. • My priority is to assist customers by providing accurate and appropriate information in response to their inquiries about beauty products. I recommend suitable products and highlight their features, advantages, and benefits. • I assist customers in locating, selecting, and purchasing their desired products based on their preferred brand, variant, color, and size. I utilize appropriate selling techniques to enhance the customer experience. • I ensure the proper safekeeping of all store merchandise to prevent shoplifting, damages, and pilferage, Additionally, I monitor and update reports on product shelf life, ensuring that customers receive fresh and high-quality products. • I comply with all sets of customer service standards and attend to all customer queries and needs, I also make sure that products on display are replenished as needed, with complete shelf tags/price tags, and maintain the cleanliness and orderliness of my assigned area. • Furthermore, I am responsible for time timely displaying all products and preparing and setting up promotions using appropriate marketing collaterals. I monitor fast-moving and slow-moving items as well as price changes every week and update price tags as needed.