Joy Raquel Flores
Sales And Customer Service Specialist
Pasig,Metro Manila
Summary
Dedicated customer relations expert with a proven track record in lead generation, customer engagement, and sales. Demonstrated ability to deliver high demand clients. Bringing years of hands-on experience and a passion for elevating service delivery, expanding expertise and a surpassing expectations.
Overview
22
22
years of professional experience
Work History
Customer Support
She Maps
Cairns, Queensland Australia (Remote)
09.2022 - Current
- Provided exceptional customer support experience by combining kindness, thoughtful insights and concise responses.
- Collaborated with cross-functional teams to implement process improvements that increased efficiency in customer support.
- Delivered exceptional customer support with clear communication of complex technical concepts, resulting in increased client trust and loyalty.
- Increased customer satisfaction rates through continuous improvement of product quality and efficient customer support systems.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
Relationship Manager
Private Mortgages Australia
Melbourne, Victoria Australia (Remote)
04.2021 - 07.2022
- Determines and implements basic strategies or techniques to effectively counter competitive offers and educate customers on product comparison
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
- Established strong relationships with key stakeholders for effective collaboration and streamlined decision-making processes.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Customer Account Specialist
ANZ Global Services
Eastwood Libis, QC
06.2019 - 02.2021
- Keeping customers updated on the latest products in order to increase sales
- Reduced customer complaints by implementing effective communication strategies.
- Communicated with approximately 60 clients daily to understand needs and explain product value.
- Implemented proactive outreach initiatives to keep customers informed about relevant product updates or changes in service terms.
Outbound Sales Representative
Acquire Asia Pacific
Eastwood Libis, Quezon City
01.2013 - 05.2019
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Increased sales revenue through strategic cold calling and lead generation activities.
- Enhanced team performance through constructive feedback during regular meetings, fostering a positive work environment conducive to success.
- Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
Telesales Representative
Sitel Philippines
Eastwood Libis, QC
07.2011 - 01.2013
- Creating new clients or selling additional service to drive revenue to existing customers
- Ensures that all process and procedures are completed, quality standards are met and that projects are profitable.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Minimized lost sales opportunities, following up on leads promptly and maintaining open lines of communication with prospects.
MNP/ Dealer Support
Sitel Philippines
06.2009 - 07.2011
- Evaluate information on applications to verify completeness and accuracy and to determine whether applicants are qualified to obtain desired services
- Assisting store dealer to check on referred application
- Inform them of additional steps that they need to obtain to qualify for the application
- Maintain records of applicants who was requested additional documents.
Customer Service Representative
Sitel Philippines
Eastwood Libis, QC
08.2008 - 06.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Teleperformance Philippines
Ortigas Pasig
02.2005 - 07.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Training and Business Consultant
Center for Pop Music
Lagro QC
01.2003 - 01.2004
- Commit to a programme of development and manage several students' learning schedules at the same time
- Provide tailored feedback to student, parent, record label or producer as appropriate
- Enhanced team productivity by providing guidance on effective time management and prioritization techniques.
- Delivered successful projects within tight deadlines, ensuring consistent client satisfaction and timely project completion.
Ground Crew / Cashier
Tokyo Tokyo Inc
SM North QC
05.2002 - 08.2002
- Responsible for presenting menus to patrons; takes orders and answers questions on meal items.
- Built relationships with customers to encourage repeat business.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
Bachelor of Science - Psychology
New Era University
Quezon City, Metro Manila, Philippines 04.2001 - 04.2003
Skills
Customer Support and Service Excellence
Client Needs Assessment
Sales Strategies and Techniques
Account Management
Customer Relationship Management
Customer Retention
CRM Software Proficiency (Salesforce, PipeDrive, Hubspot)
Team Collaboration
Effective Communication
Market Research and Analysis
References
- Richard Guillermo, Team Manager, Acquire Asia Pacific, +63 906 511 5202, richard.guillermo@gmail.com
- Shanta Lobo, Senior Relationship Manager, Private Mortgages Australia, +613 8692 6780, shanta@privatemortgagesaustralia.com.au
Timeline
Customer Support
She Maps
09.2022 - Current
Relationship Manager
Private Mortgages Australia
04.2021 - 07.2022
Customer Account Specialist
ANZ Global Services
06.2019 - 02.2021
Outbound Sales Representative
Acquire Asia Pacific
01.2013 - 05.2019
Telesales Representative
Sitel Philippines
07.2011 - 01.2013
MNP/ Dealer Support
Sitel Philippines
06.2009 - 07.2011
Customer Service Representative
Sitel Philippines
08.2008 - 06.2009
Customer Service Representative
Teleperformance Philippines
02.2005 - 07.2008
Training and Business Consultant
Center for Pop Music
01.2003 - 01.2004
Ground Crew / Cashier
Tokyo Tokyo Inc
05.2002 - 08.2002
Bachelor of Science - Psychology
New Era University
04.2001 - 04.2003