Ivy Simeon
Mass Communications Graduate And Professional Teacher
Bagulin
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Luxury Sales and Service
IHG - InterContinental Hotels Group
06.2016 - Current
- Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation.
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced room sales levels by anticipating needs and delivering outstanding support to guests.
- Met customer call guidelines for service levels, handle time, and productivity.
- Collaborated with other co-staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about issue resolution to maintain high standards of customer service.
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
Customer Support Specialist
DirecTV Convergys Baguio
08.2013 - 10.2015
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Customer Service Representative
SITEL Philippines BAGUIO
07.2011 - 06.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
No Degree - Professional Education
Benguet State University
La Trinidad, Province Of Benguet, Philippines 04.2001 -
Bachelor of Arts - Mass Communication
University of The Cordilleras
Baguio City, Province Of Benguet, Philippines 04.2001 -
Skills
Goal-Oriented
Cold-calling
Performance Tracking
Product and Service Sales
Upselling and Cross Selling
Call Documentation
Computer Skills
Excellent Communication
Adaptability and Flexibility
Records Management
Account Management
Customer service excellence
Multitasking Abilities
Calm and Professional Under Pressure
Effective Communication
reading, writing poems, listening to country music, watching crime and action movies
I love reading stories about life, struggles, success stories and educational books, sometimes I go with reading Roman and Greek mythology. Listening to country music helps me relax my mood, and watching crime series and action movies hype up my mood.
Timeline
Luxury Sales and Service
IHG - InterContinental Hotels Group
06.2016 - Current
Customer Support Specialist
DirecTV Convergys Baguio
08.2013 - 10.2015
Customer Service Representative
SITEL Philippines BAGUIO
07.2011 - 06.2013
No Degree - Professional Education
Benguet State University
04.2001 -
Bachelor of Arts - Mass Communication
University of The Cordilleras
04.2001 -