Cheenie Luchavez
BPO Freelancer
Davao City
Summary
With a strong background in technical support and customer service, I am a dedicated freelance BPO specialist with a focus on inbound and outbound communications. I'm excellent at finding quick solutions to problems while ensuring customer satisfaction. I am able to provide outstanding support that improves customer connections and advances business success because of my great communication and problem-solving capabilities. I'm also the best person to improve the performance and satisfaction levels of your team because of my flexible style and dedication to quality.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Consultant
Full Potential Solutions
Davao City, Phils
12.2023 - 11.2024
- Manage a high volume of incoming calls while producing sales leads and providing technical resolutions.
- Assess customer needs to ensure satisfaction and establish trust through effective communication.
- Utilize appropriate techniques and resources to manage customer accounts and provide reliable information.
- Achieve sales targets for the team and meet call handling quotas while addressing customer complaints or inquiries.
- Maintain accurate documentation and call logs, adhering to communication protocols, and going the extra mile to engage customers.
Quality Assurance Supervisor
Dynata Global, Inc.
Davao City
01.2022 - 01.2023
- Regularly assess recorded calls to ensure compliance with company standards using evaluation forms scoring predetermined criteria.
- Monitor agents’ dialing behavior through spot-checks to establish quality measurements for performance tracking and improvement.
- Provide constructive feedback and conduct one-on-one sessions with agents to discuss evaluation results and improvement strategies.
- Collaborate with management to define quality metrics and assist in creating and maintaining quality assurance standards and procedures.
- Prepare reports on quality metrics and trends while promoting teamwork and communication across departments to enhance service quality and ensure compliance with regulations.
Production Supervisor
Dynata Global, Inc.
Davao City
01.2021 - 01.2022
- Oversee the daily production team operations while ensuring compliance with quality standards.
- Provide training, supervision, and support to team members to cultivate a positive work environment.
- Conduct regular inspections and audits to identify improvement areas and address quality issues promptly.
- Analyze production metrics and prepare reports for upper management to enhance processes and drive efficiency.
- Facilitate effective communication among team members and liaise with project managers and clients to meet project requirements.
Market Research Interviewer
Dynata Global
Davao City
01.2020 - 01.2021
- Conduct a wide range of surveys, including political and non-political topics like customer service satisfaction and healthcare awareness, primarily over the phone.
- Engage with respondents in the US, following a scripted format to ensure consistency and quality in survey delivery.
- Accurately code and record respondents' answers, emphasizing precision in data handling during the survey process.
- Utilize a Computer-Aided Telephone Interviewing (CATI) system for efficient and effective data collection.
- Maintain a high production rate while ensuring the quality of survey results through diligent respondent interaction.
Technical Support Representative / Velop Specialist
Concentrix Ph
Davao City
02.2018 - 11.2019
- Respond promptly to customer inquiries via phone, chat, or support tickets, acting as a friendly and professional first point of contact for technical assistance.
- Analyze and troubleshoot reported technical problems using diagnostic tools, gathering necessary information from customers to determine suitable solutions.
- Document all customer interactions and resolutions in a CRM, ticketing system, ensuring clarity on issues reported and steps taken.
- Educate customers on best practices and system features while providing step-by-step guidance during setup and installation processes.
- Maintain high customer satisfaction by resolving complaints professionally, following up on escalated issues, and sharing insights with team members to enhance support strategies.
Education
Bachelor of Arts - Communication
Villamor College of Business and Arts
General Santos 06.2014 - 10.2016
Skills
Customer Service
Computer Navigation
Data Collection
Multi-tasking
Organization
Leadership
Teamwork
Technical
Adaptability
Problem-solving
Strong Analytical
Phone Etiquette
Effective Communication
Customer Service Orientation
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries and accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
References
Available on request.
Timeline
Customer Service Consultant
Full Potential Solutions
12.2023 - 11.2024
Quality Assurance Supervisor
Dynata Global, Inc.
01.2022 - 01.2023
Production Supervisor
Dynata Global, Inc.
01.2021 - 01.2022
Market Research Interviewer
Dynata Global
01.2020 - 01.2021
Technical Support Representative / Velop Specialist
Concentrix Ph
02.2018 - 11.2019
Bachelor of Arts - Communication
Villamor College of Business and Arts
06.2014 - 10.2016