Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

ASNAIMAH BATOLA

Passionate Chat, Email And Technical Support Specialist | Problem Solver Extraordinaire | Elevating Customer Experiences
GENERAL SANTOS CITY,SOUTH COTABATO
ASNAIMAH BATOLA

Summary

With more than 10 years of proven expertise, I am a customer support specialist that delivers exceptional phone, chat, email, and technical support services while surpassing performance metrics. I have been recognized for my outstanding sales performance and have consistently achieved top rankings among support agents.

Overview

10
years of professional experience

Work History

VA

Virtual Assistant
09.2017 - Current

Job overview

  • Engaged in E-commerce support, processing orders, assisting customers, and ensuring a seamless customer experience.
  • Assisted in the integration and utilization of SAAS solutions, contributing to process optimization.
  • Maintained and updated a company blog, generating content, and engaging with the online community.
  • Provided administrative support in real estate transactions, ensuring seamless communication and documentation.

Cheq
Israel Tel Aviv

Customer and Technical Support
07.2020 - 02.2024

Job overview

  • Resolve billing and technical issues, answer inquiries, and prioritize a positive customer experience in real-time manner.
  • Collaborate with cross-functional teams to address complex issues and optimize customer satisfaction.
  • Collaborate with the Quality Assurance team to ensure adherence to support guidelines.
  • Participate in ongoing training to stay informed about best practices and updates.
  • Provide constructive feedback to peers, contributing to overall support quality enhancement.
  • Identify upselling or cross-selling opportunities based on customer needs.
  • Monitor the sales queue, providing timely assistance to leads by addressing their inquiries and offering tailored product recommendations based on their business needs. Facilitate a seamless transition of qualified leads to the sales team for further engagement, coordinating demo calls to showcase the value and benefits of our products.

Convergys
Cebu City, Cebu Philippines

Customer Service- Managerial Escalation
01.2014 - 09.2017

Job overview

  • Act as the primary contact for escalated customer issues, ensuring swift resolutions for satisfaction.
  • Interface between front-line support and upper management, providing concise summaries of cases.
  • Turn escalated issues into opportunities for customer retention and satisfaction.
  • Establish and meet KPIs for managerial escalations, analyzing trends for process improvement.
  • Maintain detailed records of escalated cases and collaborate on process enhancement.

Education

Mindanao State University- Main Campus
Marawi City, Lanao Del Sur, Philippines

Bachelor of Science from Fiscal Administration, & Organization & Management
04.2001

University Overview

  • I also studied my Master's Degree in Organization & Management.

Skills

    Remote Support

Escalation Management

Technical Support

Technical Issues Analysis

Customer Service Expert

Security Protocols

Software

Jira

Stripe

Confluence

Playvox

Bloomreach

Lead Machine

Fresh Desk

Zendesk

Intercom

SEO Tracker

Timeline

Customer and Technical Support
Cheq
07.2020 - 02.2024
Virtual Assistant
VA
09.2017 - Current
Customer Service- Managerial Escalation
Convergys
01.2014 - 09.2017
Mindanao State University- Main Campus
Bachelor of Science from Fiscal Administration, & Organization & Management
04.2001

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ASNAIMAH BATOLAPassionate Chat, Email And Technical Support Specialist | Problem Solver Extraordinaire | Elevating Customer Experiences