Lito Jose I. Teruel
534-A 5th Street Corner D Avenue Balibago Angeles City Pampanga
Summary
A highly motivated and self-starting lead sales and customer service, excelling in upselling strategies and CRM software proficiency at Mcafee Sales & Retention. Enhanced customer satisfaction and retention through expert problem-solving and professionalism. Demonstrated ability to surpass sales targets by leveraging product knowledge and customer engagement techniques. Seeking for a Work from Home Opportunity in order to provide exceptional customer service and deliver efficient and pleasant service to prospective clients.
Overview
17
17
years of professional experience
Work History
Lead -Sales Op
Mcafee Sales & Retention
02.2017 - Current
- Continuously achieving monthly sales and save targets.
- Increased sales revenue by implementing effective sales strategies and building strong customer relationships.
- Managed daily operations effectively, ensuring smooth workflow processes while maintaining standards throughout the retail space.
- Improved customer retention rates by establishing a comprehensive follow-up system to ensure ongoing engagement with clients.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Set and achieved company defined sales goals.
Subject Matter Expert -Technical Support
Mcafee Resoluition Bay
12.2013 - 02.2017
- Real time support and Handling Escalations from Tier 1 reps for calls or issues we have from customers facing issues with Mcafee Software that is beyond Tier 1 scope.
- Achieved high levels of client satisfaction by providing expert Troubleshooting and Resolutions.
- Conducted regular Team huddles and updates for process improvement.
Subject Matter Expert - Technical Support
Amazon Retail & Kindle – Chat
01.2012 - 12.2013
- Providing first-call resolution with efficient problem-solving skills and deep product knowledge.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Subject Matter Expert
Amazon Retail & Kindle - Chat
07.2011 - 01.2012
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy through Chat.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Subject Matter Expert
JP Morgan Chase & Co. Retail Home Lending
12.2009 - 07.2011
- Back Office. Loan Allocations, Loan Audits, Client Calibration, Loan processing, to make sure Loans are reviewed prior to underwriting
- Conducted daily process updates
- Maintained database systems to track and analyze next day operational data.
Customer Service Subject Matter Expert
Amazon Retail & Kindle – Voice
09.2007 - 12.2009
- Taking Live escalated calls from Amazon Retail Customers with concerns that are beyond tier1 Scope. Real time Tier 1 Assistance, Queue and AHT management. Performance monitoring
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Served as the primary point of contact for escalated customer concerns, ensuring timely and correct resolutions while maintaining professionalism.
Customer Service Representative
Amazon Retail – Voice
05.2007 - 05.2007
- Taking Live calls from amazon Retail customer with concerns regarding product inquiry, where’s my stuff, promotional offers, order confirmation, and anything of the same kind.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Certificate in Computer Programming -
STI College
Olongapo City, Province Of Zambales, Philippines03.1999
High School Diploma -
St. Joseph's Scholl
Olongapo City03.1997
Elementary -
Ilalim Elementary School
Olongapo City03.1992
Skills
CSC – Customer Service Central
Ebizsol
CRM – SalesForce
CST – Customer Service Tool 10 and 20
Google Sheets
MS Office 365
MS Teams
Skype
Zoom
Webex
OEC – Oracle Engagement Cloud
Accomplishments
2016-03 Lead 100 Management Training Certified
2019-11 Team Manager University (TMU) Phase 1
2020-01 Occupational Safety & Health – OSH Training
2020-03 Information Security Module 1
2020-03 General Data Protection Regulation Training
2020-06 Information Security Remote Engagement Training
2020-06 Information Security Module 2
2020-07 Code of Conduct Annual Training.
Timeline
Lead -Sales Op
Mcafee Sales & Retention
02.2017 - Current
Subject Matter Expert -Technical Support
Mcafee Resoluition Bay
12.2013 - 02.2017
Subject Matter Expert - Technical Support
Amazon Retail & Kindle – Chat
01.2012 - 12.2013
Customer Service Subject Matter Expert
Amazon Retail & Kindle - Chat
07.2011 - 01.2012
Subject Matter Expert
JP Morgan Chase & Co. Retail Home Lending
12.2009 - 07.2011
Customer Service Subject Matter Expert
Amazon Retail & Kindle – Voice
09.2007 - 12.2009
Customer Service Representative
Amazon Retail – Voice
05.2007 - 05.2007
Certificate in Computer Programming -
STI College
High School Diploma -
St. Joseph's Scholl
Elementary -
Ilalim Elementary School
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