Rillet Marie Heraldo
Quezon City
Summary
Over 11 years of expertise in customer service and sales, specializing in relationship-building and needs assessment to deliver exceptional solutions. Proven track record in managing inquiries, resolving issues, and upselling products with a positive, solution-focused approach. Strong communication skills and attention to detail drive consistent achievement of sales goals while ensuring customer satisfaction.
Overview
16
16
years of professional experience
Work History
Ph Nurse
Shearwater Health
Taguig, Metro Manila
07.2024 - 04.2026
- Summarized medical records for insurance claims to support processing efficiency.
- Achieved promotion to Quality Analyst in February 2025 due to exemplary performance.
- Adhered to HIPAA guidelines in nursing practice
CS and Sales support
Mearth AU
02.2022 - 06.2024
- Managed inbound and outbound calls to enhance customer engagement.
- Provided chat and email support to address client inquiries efficiently.
- Executed upselling strategies to increase revenue and client satisfaction.
Virtual assistant
MyOutDesk
08.2022 - 12.2022
- Conducted lead searches to identify and contact prospective clients.
- Scheduled appointments to facilitate property foreclosure discussions.
- Delivered detailed information regarding property foreclosure processes.
Team leader
Diamond Strategies
04.2020 - 07.2022
- Conducted training sessions for newly hired agents to enhance performance.
- Facilitated team huddles and one-on-one coaching to drive productivity.
- Managed a team of 15 agents, ensuring adherence to best practices.
- Executed outbound calls to support client engagement and outreach.
Guest service assistant (Seabased)
OSM Maritime Services
03.2013 - 03.2020
- Developed quarterly presentations for management to enhance customer service skills.
- Addressed special guest requests promptly, ensuring satisfaction and accuracy.
- Managed updates to the reservation system effectively, preventing double bookings.
- Recommended local attractions to guests, enriching overall experiences outside the establishment.
- Coordinated with housekeeping staff to ensure room readiness for early arrivals.
- Trained new Guest Service Assistants on protocols, fostering continuous team improvement.
- Communicated with team members to maintain smooth operations during peak periods.
- Resolved guest complaints efficiently, reinforcing customer loyalty.
Customer Service Representative
Telstra, Teleperformance
05.2012 - 01.2013
- Inbound calls
- Answering customers' inquiries and handling complaints
- Upselling phone plans
Customer Service Representative
Macy's Credit, Convergys Inc.
02.2010 - 04.2012
- Managed inbound calls to address customer inquiries and resolve complaints efficiently.
Education
BSN - Nursing
Manila Central University
Quezon city05-2010
Skills
- Team supervision
- Collaboration and teamwork
- Client service and support
- Complaint resolution
- Active listening
- Multitasking
- Organizational skills
- Reliability
Timeline
Ph Nurse
Shearwater Health
07.2024 - 04.2026
Virtual assistant
MyOutDesk
08.2022 - 12.2022
CS and Sales support
Mearth AU
02.2022 - 06.2024
Team leader
Diamond Strategies
04.2020 - 07.2022
Guest service assistant (Seabased)
OSM Maritime Services
03.2013 - 03.2020
Customer Service Representative
Telstra, Teleperformance
05.2012 - 01.2013
Customer Service Representative
Macy's Credit, Convergys Inc.
02.2010 - 04.2012
BSN - Nursing
Manila Central University