Studying Bookkeeping and Accounting
ANABELLE D. GODINEZ
Customer Servvice Representative, Bookkeeper
Pampanga, Davao City
Summary
Conscientious Customer Service Representative with experience in solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture with grace. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Escalation Specialist
Full Potential Solutions, Inc.
Davao City, Davao Del Sur
11.2021 - Current
- Receives incoming calls from level 1 customer service representatives for customer's asking to speak to supervisor
- Designed and prepared technical reports and studies based on the call drivers received in a daily basis
- Presents call drivers and provides solutions for those opportunities to the leadership teams
- Supported enterprise and business goals by introducing new product and service offerings.
- Collaborated with training team to identify opportunities and best practices to be shared to the production team
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Led teams in scheduled and unscheduled product discussion and course refreshers.
ACCOUNT ASSOCIATE III
VXI Global Holdings, BV
06.2019 - 11.2021
- Assessed customers for payment status on their account
- Reviewed and solved account and billing discrepancies.
- Coordinating with other teams for customers with past due accounts to formulate payment plans and discuss restructuring options.
- Performed quality assurance evaluations of processes and previous bills.
- Received incoming information and entered into database system.
- Processed and verified invoices to secure accuracy of billing information.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Prepared pricing agreements and contracts to close sales.
- Used consultative sales approach to understand and meet customer needs.
Account Associate II
VXI Global Holdings, BV
Davao City, Davao Del Sur
06.2018 - 05.2019
- Advanced troubleshooting skills for internet, router, cable, and voip system
- Managed to open ports for the customers and/or walk them through for them to do it on their own
- Identify if customers have Dynamic IP address or Static IP address
- Introduced Wireless Gateways to the Customers
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products while making sure to prioritize great customer experience
- Delivered Tier-3 support and SME input to internal and external customers.
- Gathered trend data from customer calls and interactions.
Account Associate
VXI Global Holdings, BV
Davao City, Davao Del Sur
01.2017 - 05.2018
- Offering new and bundled product as part of the resolution process and closing a sale.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to internet, cable, voip technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
Direct Sales Representative
Unlimited Network Of Opportunities Inc
Davao City, Davao Del Sur
01.2016 - 01.2017
- Initiated contact with prospects I personally know and conducted follow-up calls to garner information and qualify them as leads.
- Cold called prospect customers via Facebook to determine their interest for Network Marketing opportunities
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled and confirmed appointments and meetings for senior management team.
- Set appointments with sales people and potential customers.
- Utilized sales techniques to build customer interest and close sales.
Education
Bachelor of Science - Business Administration
SURIGAO STATE UNIVERSITY-TAGBINA CAMPUS
Tagbina, Surigao Del SurSkills
- P>Complaint resolution
- P>Professional telephone demeanor
- P>Sales expertise
- P>Report preparation
- P>Decision-Making
- P>Critical Thinking
- P>Training and Development
- P>Excellent Communication
- P>Interpersonal Communication
- P>Active Listening
- P>Attention to Detail
Certification
QuickBooks Online Advanced Training - June 2023
Interests
Timeline
QuickBooks Online Advanced Training - June 2023
06-2023
Customer Service Escalation Specialist
Full Potential Solutions, Inc.
11.2021 - Current
ACCOUNT ASSOCIATE III
VXI Global Holdings, BV
06.2019 - 11.2021
Account Associate II
VXI Global Holdings, BV
06.2018 - 05.2019
Account Associate
VXI Global Holdings, BV
01.2017 - 05.2018
Direct Sales Representative
Unlimited Network Of Opportunities Inc
01.2016 - 01.2017
Bachelor of Science - Business Administration
SURIGAO STATE UNIVERSITY-TAGBINA CAMPUS
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