Diana Basilio
Telesales Associate
San Mateo, Province of Rizal
Summary
Dynamic professional with proven ability to manage high-volume customer interactions and drive sales in competitive environments. Expertise in utilizing persuasive communication techniques to cultivate strong client relationships and enhance overall customer satisfaction. Consistent track record of achieving sales targets through strategic planning and effective problem-solving underscores commitment to excellence.
Recently earned Civil Service Eligibility in November 2023 and passed the NAPOLCOM exam in April 2025, demonstrating dedication to professional growth and public service.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Telesales Executive
Carbay Philippines
01.2025 - Current
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
- Collaborated with team members to increase overall sales performance, sharing best practices and offering support where needed.
- Negotiated deals with clients for increased profitability while maintaining long-lasting professional relationships.
- Developed strong relationships with clients for increased customer retention and repeat business.
- Provided exceptional customer service, resolving complaints promptly and professionally to maintain client satisfaction levels.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
- Participated in regular training sessions to stay up-to-date on product knowledge and enhance selling skills.
- Enhanced overall team morale through positive attitude, willingness to help others, and consistent achievement of individual goals.
- Streamlined internal processes by suggesting improvements that led to reduced time spent on administrative tasks.
- Mentored new hires as they joined the telesales team, providing guidance on company processes and sales strategies.
- Assisted in the launch of new products, introducing them to customers and generating interest through compelling pitches.
- Implemented creative cold-calling techniques that resulted in higher lead conversion and increased overall sales.
Case Manager (Voice of the Customer)
Samsung Electronics Australia
01.2023 - 01.2025
- Handle escalated cases raised by service technicians
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- I have been working for 6 years
Quality Analyst
Alorica Philippines
07.2021 - 01.2023
- Company Overview: Call Center / IT-Enabled Services / BPO
- Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives
- Provide immediate, constructive feedback and coaching points.
- Escalate to supervisor any situation outside the employee's control that could adversely impact the quality of service provided to the clients
- Organizes QA input to assist Operational output
- Communicate to management when there is a pattern of quality issues on a consistent basis
- Continually assist with questions concerning call procedures, product information, and order processing policies.
- Understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes.
- Thoroughly and accurately communicate policies when providing feedback to production employees.
- Escalate workflow and communication issues to supervisor.
- Can adapt to different schedules based on business needs.
- Consequently, job incumbents may be asked to perform other duties as required.
- Establish and maintain a professional relationship with team members and department contacts.
- Cooperate with team members to meet goals or complete tasks.
- Treat all internal/external customers and team members with dignity/respect.
- Participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern.
- Participate in client visits and focus meetings as necessary.
- Coach and provide feedback to production via the comments in all completed evaluations to include recommendations for better performance.
- Based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals.
- Provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.
- Attends additional competencies training.
- Participates in client supplemental training.
- Communicate with honesty and Commit to being involved in the process.
- Observe where production staff are experiencing difficulties and take additional instructional steps to clarify information.
- (1 Year, 6 Months)
Customer service representative
Alorica Philippines
06.2018 - 07.2021
- Company Overview: Call Center / IT-Enabled Services / BPO
- Listen to customers’ concerns, issues and questions.
- Resolve customers’ concerns and answer customers’ questions to your best ability.
- Maintain a positive attitude and calmly respond to customers’ complaints.
- Open new customer accounts.
- Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
- Recommend possible products to meet the customers’ needs.
- Refer issues and questions to managers if necessary.
- Prepare product and customer reports by gathering data collected during customer interactions.
- (2 Years, 9 Months)
Education
Bachelor of Science - Bachelor of Science and Business Administration Major in Marketing Management
ACCESS COMPUTER COLLEGE
05.2019 - 09.2023
Skills
Sales strategies
Cold calling
Objection handling
Persuasion techniques
Target achievement
Customer service
Outbound calling
Time management
Data entry
Outbound and inbound calls
Relationship building
Excellent communication
Active listening
References
Florencio, Dinorog, Senior Quality Manager, 0967-3343-329, Ubiquity
Basic Information
- Age: 25
- Birth Date: Jan 19, 2000
- Gender: Female
- Civil Status: Single
- Height (cm): 158
- Weight (kg): 58
- Nationality: Filipino
- Religion: Born Again
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Telesales Executive
Carbay Philippines
01.2025 - Current
Case Manager (Voice of the Customer)
Samsung Electronics Australia
01.2023 - 01.2025
Quality Analyst
Alorica Philippines
07.2021 - 01.2023
Bachelor of Science - Bachelor of Science and Business Administration Major in Marketing Management
ACCESS COMPUTER COLLEGE
05.2019 - 09.2023
Customer service representative
Alorica Philippines
06.2018 - 07.2021
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