Anuar R. Camlian
Porac,PAM
Summary
Dynamic professional with diverse experience in various BPO accounts, excelling as a Customer Service Representative, Sales Associate, and Quality Assurance Analyst. Proven ability to deliver exceptional service and drive sales while ensuring quality standards are met. Eager to contribute to a reputable organization that fosters growth and development, leveraging expertise to enhance customer satisfaction and operational efficiency. Committed to continuous learning and applying innovative solutions in a fast-paced environment.
Overview
7
7
years of professional experience
Work History
Holiday Admin
Holiday Admin (I.C.E. Vacations / Our Vacation Centre)
08.2022 - 12.2022
- Communicate with customers through phone calls and emails.
- Handles cancellation requests of their bookings with their cruises and processes refunds.
- Helps consultants and cruise lines solve their problems with the customer.
- Investigating customers’ invoices (creating a breakdown) to make sure that we process the right amount of refund.
- We take care of customers that were handled by their past consultants that are no longer working with us and make sure that they are not forgotten, by helping them with their concerns and problems with their bookings.
Customer Care Support / Escalation Manager & Customer Sales Representative
Strideline
08.2018 - 10.2021
- Helping customers in placing orders through phone, email, and live chat.
- Manages all social media for Facebook, Twitter, and Instagram.
- Assisting the CEO and the managers in placing manual orders.
- Being professional at all times led me to become an escalation manager and handles level 1 to level 2 tickets.
- Encourage customers and update customers with our promos. (Sales)
- Making sure that their experience with our service is the best, that leads them to be our loyal customers.
- Provides accurate answers to all their questions about our product.
- Solving emails in less than 3 minutes, and finishing 100+ tickets a day (Zendesk).
- Investigating customers that are taking advantage of our warranty and making sure that they are not abusing it.
- Escalates tickets for custom socks with our custom socks specialists.
- Helps with licensing socks, inventory team on Shopify, and other teams and channels that are in need of help.
Quality Assurance Analyst
Technical Marketing Support
09.2017 - 06.2018
- Listened to calls either recorded, live (XLite) or side-by-side while communicating feedback.
- Encouraging good practices and discouraging bad ones.
- Identified calls failing to meet predefined standards and identified the problem.
- Implemented agent training and coaching initiatives.
- Provided customer feedback and internal compliance feedback to management.
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy.
Customer Service Representative
iQor
08.2015 - 06.2016
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Winston Brand
- Amerimark
- Dr.L(Lovey)
- 1-800 Flowers
- Pizza Hut
Education
BS - Aircraft Maintenance Technology
Clark Polytechnic University
12.2011
BS - Psychology
Angeles University Foundation
12.2009
BS - Information Technology
Angeles University Foundation
12.2008
HS Graduate - undefined
Westfields International School
12.2007
Skills
Computer literate
Excellent interpersonal skills
Good communication skills (oral & written)
60-70 WPM Typist
Complaint resolution
Order processing
Refund processing
Customer communication
Ticket escalation
Social media management
Zendesk support
Quality assurance
Manual order entry
Customer support
Data entry
Product knowledge
Sales promotion
Process documentation
References
- Raquel, Pascual, Team Leader, pascualraquel052708@gmail.com, 0918-511-5896, TMS
- Karlo, Dela Cruz, Teammate, Mjuydc@gmail.com, 0916-644-9494, Strideline/Randem
- Rizamarie Zenly, Guiling, Operations Manager, Rizamarie.guiling@randemgroup.com, beemyza@gmail.com, 0917-428-0913, Strideline/Randem
Timeline
Holiday Admin
Holiday Admin (I.C.E. Vacations / Our Vacation Centre)
08.2022 - 12.2022
Customer Care Support / Escalation Manager & Customer Sales Representative
Strideline
08.2018 - 10.2021
Quality Assurance Analyst
Technical Marketing Support
09.2017 - 06.2018
Customer Service Representative
iQor
08.2015 - 06.2016
BS - Psychology
Angeles University Foundation
BS - Information Technology
Angeles University Foundation
HS Graduate - undefined
Westfields International School
BS - Aircraft Maintenance Technology
Clark Polytechnic University