Summary
Overview
Work History
Education
Skills
Personalobjectives
Languages
References
Timeline
Generic

Generose Montecillo

Appointment Setter
Mabalacat, Province of Pampanga

Summary

Experienced in high-volume call management, appointment setting, and client support across various industries. Excels in handling customer inquiries, conducting pre-qualifying assessments, and upselling to enhance customer satisfaction. Efficiently manages customer data and provides excellent service using CRM tools like Salesforce. Background includes order management for Domino's, compliance support for VikingCloud, and appointment setting for solar panel installations.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

CSR II

Agents Only LLC
2 2022 - 9 2022
  • At Agents Only LLC in Bradenton (February 2022 - September 2022), I handled order entry for Domino's Pizza, where I managed a high volume of calls daily, especially during peak times like the Super Bowl and holidays. Since it was during the pandemic, I made sure to ask customers if they preferred carryout or delivery, and I also focused on upselling. The job required me to efficiently multitask and provide great customer service, even during the busiest periods.

TaskUs Clark House Teamwork
10.2020 - 2 2022
  • Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
  • Maintained strict confidentiality while handling sensitive personal data.
  • Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.

CSR III

Cloud Staff (Viking Cloud)
11.2022 - 08.2024
  • Provide support to clients regarding PCI compliance and data security issues, ensuring they meet industry standards.
  • Assist clients with troubleshooting and resolving issues during security assessments.
  • Guide clients through the use of VikingCloud platforms and services, ensuring they understand compliance requirements.
  • Manage high volumes of inquiries while maintaining strong customer relationships.
  • Communicate compliance-related information effectively and efficiently to ensure customer satisfaction.
  • Collaborate with internal teams to escalate complex issues when necessary, ensuring timely resolution.

iQor SM Clark
06.2019 - 09.2020
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.

McDonald's
07.2015 - 05.2019
  • Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
  • Maintained a clean and organized work environment for improved customer experiences.
  • Kept customers and crew areas organized.
  • Collaborated with team members to meet high standards of service during peak hours.
  • Resolved customer complaints promptly and professionally, maintaining a focus on overall satisfaction.
  • Contributed to the achievement of sales targets through upselling food items when applicable.

Appointment Setter

Agents Only
01.2017 - 04.2019
  • Work as an appointment setter for solar panel installations in the US.
  • Conduct pre-qualifying questions, such as assessing roof shade or proximity to trees and whether the customer is willing to trim them.
  • Verify if the customer is a US citizen before proceeding.
  • Carefully document customer details in Salesforce CRM system.
  • Set appointments with sales consultants based on customer qualifications and interest.

Education

Bachelor of Secondary Education major in English -

Systems Plus College Foundation
Angeles City, Pampanga
01.2015 - 05.2019

Skills

Satisfactory oral and written communication skills

Ability to empathize during difficult situation

Ability to speak with different types of people in an appropriate manner

Communicate clearly and positively with co-workers and management

Problem-Solving

Time Management

Flexible and Adaptable

Data Entry

Calm Under Pressure

Verbal Communication

Excellent Communication

Dependable and Responsible

Multitasking Abilities

Personalobjectives

Actively seeking for a position where I can utilize my education and experience to add an immediate value to an organization. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention.

Languages

English
Tagalog

References

  • Hannah Estrera, Oscar Client Analyst, 0935 880 5166
  • Petronila Butlay, College Professor, 0995 952 5495

Timeline

CSR III

Cloud Staff (Viking Cloud)
11.2022 - 08.2024

TaskUs Clark House Teamwork
10.2020 - 2 2022

iQor SM Clark
06.2019 - 09.2020

Appointment Setter

Agents Only
01.2017 - 04.2019

McDonald's
07.2015 - 05.2019

Bachelor of Secondary Education major in English -

Systems Plus College Foundation
01.2015 - 05.2019

CSR II

Agents Only LLC
2 2022 - 9 2022

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Generose MontecilloAppointment Setter