Ianne Abuel
Senior Customer Service Representative
Calumpit ,Bulacan
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Provides quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Excellent time management skills combined with a superior knowledge of the customer service industry. Dedicated to identifying customer needs and delivering effective solutions to all issues and concerns. Extensive experience handling general care such as account billing, technical support, inbound and outbound sales.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Chat Support Representative
TaskUS
Meycauayan
03.2021 - Current
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Handled inbound customer chat conversations from various websites.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Recommended products to customers, thoroughly explaining details.
Senior Customer Service Representative
iQOR
Pampanga
08.2020 - 03.2021
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
Customer Service Representative - II
TeleTech
Pampanga
03.2019 - 07.2020
- CSR – II U.S.
- Telco Account.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Regularly exceeded daily sales and product add-on quotas.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Research and Development Specialist
Non BPO - Fisherfarms Incorporated
Bulacan
01.2017 - 06.2018
- Developed extensions and improvements to food product lines.
- Provided guidance on improved quality control measures to increase customer satisfaction.
- Facilitated cost reduction through product improvements.
- Formulated recipes to deliver optimal flavor systems, complying with cost, product design and sensory and regulatory requirements.
- Converted developed formulas into production formulas to prepare for manufacturing facilities.
- Crafted presentations to showcase proposed product line expansions, including new flavors.
- Tested new, alternative raw materials through analysis, sourcing and trials.
- Demonstrated knowledge of industry best practices regarding labeling and packaging.
- Communicated and negotiated with ingredient suppliers and vendors to order new ingredients.
R&D/Q.A. Officer
Vitarich Corporation
Marilao
06.2016 - 12.2016
- Crafted presentations to showcase proposed product line expansions, including new flavors.
- Tested new, alternative raw materials through analysis, sourcing and trials.
- Facilitated cost reduction through product improvements.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
Research and Development Technician
Non BPO - Bounty Fresh Foods Incorporated
Bulacan
06.2014 - 10.2015
- Developed extensions and improvements to food product lines.
- Provided guidance on improved quality control measures to increase customer satisfaction.
- Facilitated cost reduction through product improvements.
- Demonstrated knowledge of industry best practices regarding labeling and packaging.
- Tested new, alternative raw materials through analysis, sourcing and trials.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained laboratory conditions by managing and transferring raw materials and flavor stocks.
Education
Bachelor of Industrial Technology - Food Technology
Bulacan State University
City Of Malolos Bulacan 06.2009 - 04.2014
Skills
Customer serviceAbility to work in a teamComputer literate
Basic iOS and Android OS knowledge
Ability to work during night shifts, rest days and holidays
Account management
Order fulfillment
Company branding
Telephone etiquette
Customer Relations
Sales expertise
Technical Support
Timeline
Chat Support Representative
TaskUS
03.2021 - Current
Senior Customer Service Representative
iQOR
08.2020 - 03.2021
Customer Service Representative - II
TeleTech
03.2019 - 07.2020
Research and Development Specialist
Non BPO - Fisherfarms Incorporated
01.2017 - 06.2018
R&D/Q.A. Officer
Vitarich Corporation
06.2016 - 12.2016
Research and Development Technician
Non BPO - Bounty Fresh Foods Incorporated
06.2014 - 10.2015
Bachelor of Industrial Technology - Food Technology
Bulacan State University
06.2009 - 04.2014