LIANNA MARIE ALBAO

Order Management:

• Process incoming orders via internal systems (e.g., Salesforce, CRM).
• Monitor order status and handle exceptions or delays.
• Coordinate special order requests or bulk orders.

Communication & Collaboration:
Act as a point of contact between sales and customer support teams.
Provide timely updates to sales reps regarding order status.
Work cross-functionally to resolve fulfillment issues.

Reporting & Continuous Improvement:

• Maintain accurate records of fulfillment activities.
• Assist in analyzing fulfillment KPIs (e.g., SLA, order accuracy).
• Identify opportunities to streamline processes and improve efficiency.

• Proficient in multi-channel support including Call Handling, Live Chat, and Ticket Resolution utilizing FreshService.
• Skilled in assisting users with Laptop/Mobile Device Troubleshooting for seamless operations.
• Experienced in managing ticket workflows within FreshService, ServiceNow, Amazon Workspace, and Azure Active Directory.
• Capable of assuming the Officer-in-Charge (OIC) role to maintain continuity of service in the absence of SSDA, Supervisors, or SMEs.
• Effectively designated as a Dispatcher/Sweeper, ensuring efficient allocation and completion of support tasks.

• Spearheaded a dynamic team, providing robust support and guidance to achieve key performance metrics.
• Executed meticulous process audits on customer interactions, delivering immediate feedback to elevate service quality.
• Implemented targeted coaching sessions for agents requiring focused development, enhancing team competency.
• Collaborated effectively with fellow Team Leaders to align team objectives with organizational goals.
• Completed the Leadership Academy program, advancing my leadership capabilities and strategic management skills.

• Delivered exceptional customer service by identifying and applying promotional offers to enhance subscriber experience.
• Managed billing inquiries, technical support, and cancellation requests efficiently to ensure customer satisfaction.
• Provided prompt assistance through messaging and chat applications, ensuring accessible and immediate support.
• Conducted troubleshooting and successfully reactivated radios, demonstrating strong problem-solving skills.
• Facilitated system upgrades tailored to customers' existing subscriptions, contributing to increased retention rates.

• Delivered exceptional customer service via phone and chat, addressing billing, technical, and sales inquiries.
• Executed outbound sales calls to enhance customer engagement and drive revenue.
• Guided customers through service and phone upgrades tailored to their subscription needs.
• Provided expert troubleshooting for devices experiencing connectivity issues.
• Facilitated seamless payment transactions for customer convenience.

• Managed customer interactions via chat interface, addressing Cable and High-Speed Internet service inquiries.
• Resolved billing issues, technical difficulties, and facilitated service upgrades with efficiency.
• Drove sales of additional products, including Home Security and Home Phone services, by identifying customer needs.
• Delivered comprehensive support for general inquiries, ensuring a seamless chat experience.

• Expertly managed and processed legal documents for online publication, adhering to specific protocols across all 50 U.S. states.
• Skillfully classified documents for approval or rejection, ensuring compliance with established standards.
• Consistently met publication deadlines by prioritizing documents according to STAT requirements.
• Diligently proofread and analyzed documents to determine eligibility for processing.