Annie Flor Macale
Candiza
Batangas City,BTG
Summary
Dynamic Customer Relations Officer with a proven track record at Majid Al Futtaim Retail, enhancing customer satisfaction through effective feedback collection and problem-solving. Leveraged CRM software to boost sales by implementing a customer satisfaction guarantee program, while fostering teamwork and collaboration to drive organizational success.
Overview
4
4
years of professional experience
Work History
Customer Relation Officer
Majid Al Futtaim Retail
07.2021 - 01.2024
- Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
- Participated in cross-functional teams tasked with improving organizational performance through better alignment between sales, marketing, operations, and customer service functions.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Made customers aware of current and new programs and services.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Produced and implemented customer satisfaction guarantee program which directly resulted in [Number]% increase in sales.
- Boosted overall satisfaction rates by proactively identifying potential problems and initiating corrective actions before they escalated into larger issues or complaints.
- Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
- Assisted customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.
Customer Service Representative
Concentrix
11.2019 - 07.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Marketing Management
05.2001 -
Skills
Feedback collection
CRM software proficiency
Assertiveness
Email management
Customer relations
Team building
Sales proficiency
Proficient in [software]
Account updates
Teamwork
Call center experience
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Microsoft office
Problem-solving
Customer service excellence
Time management
MS office
Problem-solving abilities
Multitasking
Calm and professional under pressure
Multitasking Abilities
Calm under pressure
Timeline
Customer Relation Officer - Majid Al Futtaim Retail
07.2021 - 01.2024
Customer Service Representative - Concentrix
11.2019 - 07.2021
Asian Development Foundation College - Bachelor of Science, Marketing Management
05.2001 -