Lilibeth Base
Antipolo
Summary
Proven track record in enhancing customer satisfaction and loyalty through adept conflict resolution and empathy. Skilled in upselling and critical thinking, I excel in identifying customer needs and driving sales growth. Achieved significant revenue increase by leveraging customer retention strategies and innovative sales tactics.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Accenture
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information by promptly addressing concerns and providing accurate information.
- Generated additional sales opportunities with upselling, cross-selling and retention techniques.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall sales.
Customer Service Representative
Taskus
08.2018 - 01.2023
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
Technical Support Engineer
Curo
05.2017 - 06.2018
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Service Representative
Teletech
10.2016 - 03.2017
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Sales Associate
Bluebean Inc
03.2016 - 09.2016
- Built relationships with customers to encourage repeat business.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Increased market penetration with introduction of innovative sales tactics.
- Exceeded sales targets through effective planning and goal setting.
Education
Diploma In Computer Secretarial - Office Management
University of Rizal System
Brgy. San Roque, Antipolo City04.2016
Skills
- Critical thinking
- Upselling and cross selling
- Order management
- Customer retention
- Objection handling
- Customer needs assessment
Timeline
Customer Service Representative
Accenture
03.2023 - Current
Customer Service Representative
Taskus
08.2018 - 01.2023
Technical Support Engineer
Curo
05.2017 - 06.2018
Customer Service Representative
Teletech
10.2016 - 03.2017
Sales Associate
Bluebean Inc
03.2016 - 09.2016
Diploma In Computer Secretarial - Office Management
University of Rizal System
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