Ivory Locsin

Tier 1 Customer Support | Assistant Team Lead

• Provided customer support via live chat, email, tickets, and phone for Aurora Solar users and solar professionals that include documenting of cases accurately and collaborated with cross-functional teams to improve support processes.
• Troubleshoot issues related to solar designs, proposals, financing, utility settings, and platform functionality.
• Managed customer inquiries through Zendesk, ensuring timely resolution and high customer satisfaction.
• Guided users on platform features, project setup, and proposal generation best practices.
• Escalated complex technical issues to Engineering and Product teams while maintaining clear customer communication.
• Consistently met KPIs for customer satisfaction, response time, quality assurance, and ticket resolution.

• Level 1 and 2 customer support agent to augment the team of dedicated support staff at Deputy. Providing support and training for SAAS product through live chat, tickets, email and phone calls.
• - Responding to Level 1 and 2 tickets.
• - Conversing with international customers to resolve questions and issues.
• - Chat support in Intercom, maintaining a minimal response time.
• - Use Aircall and Dialpad to receive incoming calls, while also making outbound calls where necessary.

• Setting appointment and asking clients from all over the US to invest with Aerospace Products such as Fasteners and Bushings.

• I perform house calls and have been using an answering service to answer the Dr's phone calls, and I personally answered these calls to schedule appointment with his patients. I would initiate a callback from the Dr's answering service. I would determine what office would be most appropriate for the patient and when Dr. Cooper would be there. I would would then send you an email describing what he needs to have told to the patient and when to schedule them. Managing his websites and Social media accounts such as FB and IG answering inquiries and comments, Creating Excel Spreadsheet and providing support 24/7.

• Lead Generation and Appointment Setting - managing the CEO's websites, emails, schedules and calendars, lead generation and appointment setting. I was required to answer phone calls and emails 24/7.

• Sending emails to potential clients. I did some simple research on Twitter, locating particular businesses, finding their contact info, and then emailing them using a template that the client had created.

• - Generate and research leads for Web design Company
• - Research companies and get in touch with them to make sure they qualify for wanting a website.

• Lead Generation, calling out leads and closing sales for Aerospace Companies.

• Email Marketing, Research and Lead Generation.

• B2B appointment setting and Lead Generation as well as research.

• I call out clients from all over the US to book their hotels, cars and activities at a very low price then make them agree to join the 30-minute timeshare presentation, no commitments but just attend and decide from there. It was really fun as that time, it wasn't just a job closing sales but teamwork. I became one of the Managers, managing a team of 28 sales agents.

• - Evaluating phone calls.
• - Send email email reports.
• - One on One coaching.
• - Record data and research using Excel Spreadsheets.