BETHOVEN CABAÑEZ

Account: OPTUS

• Aiding with Australian Customers with their Billing and Service enquires.
• Offering additional subscriptions and services that will improve their Mobile Service needs.

Tools Used: SAP-CRM, Microsoft Tools, Dialpad

Account: AGL

• Aiding with Australian Customers in moving their Electricity and Gas services.
• Recommending Telecommunications services that will improve their experience with the company.
• Answer any promotion or offer questions.

Tools Used: HUBSPOT, Microsoft Tools, Avaya One X

Account: Growth Shop

• Offered assistance to customers and paying attention to their special needs or wants.
• Checking the status, request a refund and/or replacement for an order.
• Provide an update for the recent or trending concern of the consumers.

Tools Used: Zendesk, Microsoft Tools

• Training Development: Create engaging training materials (manuals, guides, presentations)
• Training Delivery: Conduct product training sessions for customers, employees, or partners.
• Product Demonstrations: Showcase product features and benefits.
• Feedback Collection: Gather feedback to improve training programs
• Documentation: Maintain updated training materials and documentation.

Tools Used: SAP-CRM, Avaya

Trained Line of Business: Advanced Customer Experience 2.0 (Sales and Customer Service) & Integrated Service Model (Sales and Customer Service)

• Recommended channels or subscriptions to customers, thoroughly explaining details.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with up to 40-50 calls in queue per day.

Trained Line of Business: Amazon US Voice and Chat, Amazon India Voice and Amazon Kindle Chat)

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with up to 40-50 calls in queue per minute.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.