Summary
Overview
Work History
Education
Skills
Awards and Certifications
Timeline
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Abegail Clariz Tejada-Nepomuceno

Client Experience Specialist
Quezon City, Metro Manila

Summary

Self-assured professional with a background engaging clients, streamlining sales processes and assessing customer needs. An established Lead Generator promoting undeniable organizational skills and desiring the opportunity to work hard. Educated and talented professional with terrific telephone and chat skills. Motivated Customer Service Associate with a track record of providing exceptional support and resolving customer inquiries. Proficient in managing high chat/call volumes, meeting metrics targets, and ensuring customer satisfaction. Demonstrated ability to deliver accurate information, coordinate sales agreements, and navigate online processes. Solutions-oriented and skilled in identifying customers needs and recommending appropriate solutions.

Overview

8
8
years of professional experience

Work History

B2B Sales Lead Generator /Client Experience Specialist

Concentrix
10.2020 - Current
  • Enhanced lead quality by conducting thorough pre-screening of prospects before forwarding to the sales team.
  • Conducted competitive analysis to understand market trends effectively, allowing the company to stay ahead of competitors when generating leads.
  • Improved response rates through personalized email templates tailored specifically for each prospect''s needs and interests.
  • Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Technical Support Representative/Subject Matter Expert

SITEL Worldwide
09.2018 - 06.2020
  • Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Mentored junior team members, contributing to their professional growth and development.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Customer Experience Specialist

The Results Company, Alaskaland
11.2016 - 12.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Retention Specialist

WNS Global Services
02.2016 - 10.2016
  • Oversaw inventory management and packing procedures, guaranteeing all items arrived at their destination undamaged.
  • Managed timelines and budgets effectively, ensuring all relocations were completed on time and within financial constraints.
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
  • Streamlined internal processes for better efficiency in handling customer inquiries and complaints.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.


Education

BSBA Major in Internal Auditing To Accountancy

Far Eastern University
Manila, Philippines
04.2013

Skills

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Awards and Certifications

  • 2022 Top Agent Q2 (Advisor of the Quarter), Concentrix
  • 2017 Top Customer Service Award, The Results Companies
  • 2016 Top 5 Performer Award, WNS Global Solutions
  • Monthly Top 1-3 Performer Award (up to current)

Timeline

B2B Sales Lead Generator /Client Experience Specialist

Concentrix
10.2020 - Current

Technical Support Representative/Subject Matter Expert

SITEL Worldwide
09.2018 - 06.2020

Customer Experience Specialist

The Results Company, Alaskaland
11.2016 - 12.2017

Retention Specialist

WNS Global Services
02.2016 - 10.2016

BSBA Major in Internal Auditing To Accountancy

Far Eastern University

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Abegail Clariz Tejada-NepomucenoClient Experience Specialist