Julie Anne Ilagan
Summary
Highly skilled and dedicated customer service professional with a proven track record of delivering exceptional customer experience in the call center industry and e-Commerce niche. Results-driven with substantial expertise in customer relationship management and support. Adept at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals. Experienced in managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.
Overview
19
19
years of professional experience
Work History
Customer Success Specialist
Secure 6 Communications
02.2023 - Current
- Respond promptly to customer inquiries via email and chat.
- Provide accurate information and assistance to address customer concerns or questions.
- Maintain a professional and friendly tone in written communication.
- Collaborate with other departments to obtain necessary information for issue resolution.
- Escalate complex issues to higher levels of support when necessary.
- Build rapport with customers to enhance their overall experience.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
Customer Service and Sales Representatives
Branders Philippines
02.2022 - 02.2023
- Develop customer relationships, solving customer issues by managing email tickets, promoting products and services, maintaining job knowledge, and escalating unresolved queries.
- As a chat support specialist, provides instant responses by expediting the resolution of issues and increasing customer satisfaction, offering theme and event-based products.
- Phone support- answers Inbound calls promptly. Address order follow-up inquiries, promote add-ons, upsell theme and event-based products, and provide end-to-end resolution to customers' product needs.
Staffing Coordinator/Scheduler (project-based)
Golden Age Companions, LLC
11.2021 - 02.2022
- Assist recruitment team in sourcing qualified caregivers to be deployed to home care facilities and client's residences.
- Perform schedule management in real time
- Attend caregivers concerns and address them accordingly
Customer Service Representative
AFNI Philippines
10.2019 - 09.2021
- Manage Inbound calls and resolve customer issues related to their account
- Promote upgrades on plans, and devices and present an opportunity to buy resolution-based products
- Assist customers with basic device troubleshooting
- Ensure KPIs are met and provide excellent customer service experience
Customer Service Representative
Teletech Philippines
03.2019 - 10.2019
- Manage Inbound calls and resolve customer issues related to their account
- Promote upgrades on plans, and devices and present an opportunity to buy resolution-based products
- Assist customers with basic device troubleshooting
- Ensure KPIs are met and provide excellent customer service experience
Customer Insights Analyst
Teleperformance
03.2015 - 07.2018
- Monitor calls and supply feedback on identified opportunities.
- Perform research and collect data regarding quality trends and customer satisfaction
- Host calibration to ensure quality adherence is consistent
- Assistant to the Customer Insights Leader
Complaints Case Manager
Teleperformance
09.2014 - 02.2015
- Complaints management and, where possible, early resolution of disputes are addressed and ensuring positive outcomes are maximized.
- Ensures transfer rate to Level 2 escalation should be 5% less
Customer Service Support
Teleperformance
06.2013 - 09.2014
- Manage Inbound calls and assist customers with questions about accounts and services
- Offer product opportunities to customers, highlight benefits, and pitch sales as resolution.
- Maintain KPI to ensure agent variable incentives are met
Customer Service Professional
VXI Global Holdings
08.2012 - 04.2013
- Manage a high influx of Inbound calls assisting customer with questions about their account and transaction disputes.
- Initiate fraud investigation requests on customers' behalf on charges they don't recognize
- Offers a variety of credit card products to customers based on their credit score eligibility
Customer Service Professional
Concentrix Philippines
07.2011 - 07.2012
- Manage a high influx of Inbound calls supporting Australian customers on their account and transaction disputes.
- Offer cross-serve products such as additional credit cards within the CITI AU group.
- Perform back office tasks such as generating T-PIN, ATM PIN, and targeted marketing campaigns.
Membership Consultant
Fitness First LLC
04.2009 - 05.2011
- Assist clients with questions about their gym subscriptions.
- Discuss with prospective clients the overall features of the club and sell memberships on the spot.
- Maintains sales quota every month
Customer Service Representative
Sitel Philippines
10.2006 - 10.2008
- Manage Inbound calls and assist the customer with questions about their account
- Assist learners on the 6-week nesting journey. Act as a mentor (Best in class support) and assistant to the coach preparing deep dive analysis of learner's behavior and performance.
Customer Service Representative
Sykes Asia Inc
03.2006 - 08.2006
- Manage Inbound calls and assist the customer with questions about their account
- Initiate fraud investigation requests on customers behalf regarding suspicious credit card transactions
- Maintain KPIs and ensure excellent customer service experience is provided at all times
Education
Bachelor of Science - Hotel And Restaurant Management
Polytechnic University of The Philippines
Sta. Mesa, Manila03-2003
Skills
- Sales
- Data Entry
- Phone, Chat and Email management
- E-Commerce Support
- Graphic Design
- Complaint handling
- Customer relationship management (CRM)
- Administrative support
Languages
English
Filipino
Tools Proficiency
- MS Office
- Google Workspace
- Canva
- Slack
- Monday.com
- Notion
- Gorgias
- Shipstation
- Freshdesk
- Zendesk
- Shopify
Timeline
Customer Success Specialist
Secure 6 Communications
02.2023 - Current
Customer Service and Sales Representatives
Branders Philippines
02.2022 - 02.2023
Staffing Coordinator/Scheduler (project-based)
Golden Age Companions, LLC
11.2021 - 02.2022
Customer Service Representative
AFNI Philippines
10.2019 - 09.2021
Customer Service Representative
Teletech Philippines
03.2019 - 10.2019
Customer Insights Analyst
Teleperformance
03.2015 - 07.2018
Complaints Case Manager
Teleperformance
09.2014 - 02.2015
Customer Service Support
Teleperformance
06.2013 - 09.2014
Customer Service Professional
VXI Global Holdings
08.2012 - 04.2013
Customer Service Professional
Concentrix Philippines
07.2011 - 07.2012
Membership Consultant
Fitness First LLC
04.2009 - 05.2011
Customer Service Representative
Sitel Philippines
10.2006 - 10.2008
Customer Service Representative
Sykes Asia Inc
03.2006 - 08.2006
Bachelor of Science - Hotel And Restaurant Management
Polytechnic University of The Philippines
Similar Profiles
Denise J BlackDenise J Black
Senior Sales Executive at Secure Communications GroupSenior Sales Executive at Secure Communications Group
Joshua LongJoshua Long
Director of Operations at 6 ENTERPRISES (6 ‘N The Mornin'/6 @ Nite)Director of Operations at 6 ENTERPRISES (6 ‘N The Mornin'/6 @ Nite)
Brian RigginsBrian Riggins
Front Desk Clerk at Motel 6 / Studio 6Front Desk Clerk at Motel 6 / Studio 6
Karolina GarciaKarolina Garcia
Customer Success Specialist at Resolution Processing LLCCustomer Success Specialist at Resolution Processing LLC
ANDIA WELFORDANDIA WELFORD
Customer Success Specialist at L3 Harris TechnologiesCustomer Success Specialist at L3 Harris Technologies