Summary
Overview
Work History
Education
Skills
Timeline

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

Asian Development Foundation College, Tacloban City, Province Of Leyte, Philippines
05.2001 -

Skills

Feedback collection

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 -
Annie Flor MacaleCandiza