MARK ADAM ALEA

1. Customer Interaction and Support
Handling Inquiries: Answering customer questions about products, services, store policies, pricing, and promotions. This requires in-depth product knowledge.

Problem Resolution: Addressing customer complaints and concerns, providing appropriate solutions, and offering alternatives in a timely and professional manner. This includes handling issues like damaged or missing items, billing discrepancies, or shipping delays.

Providing Information: Keeping customers informed about order status, tracking shipments, and providing after-sales service.

Multi-channel Communication: Engaging with customers through various channels, including phone calls, emails, live chat, and social media, while maintaining a consistent and professional tone.

Building Relationships: Creating a positive rapport with customers through friendly and empathetic communication to foster loyalty and repeat business.

2. Sales and Transaction-Related Duties
Processing Orders: Assisting customers in placing orders, ensuring accuracy in product selection and shipping information.

Handling Returns and Exchanges: Guiding customers through the return or exchange process, adhering to company policies, and processing refunds or new orders.

Upselling and Cross-selling: Identifying opportunities to recommend complementary products or higher-end alternatives to enhance the customer's purchase and increase revenue.

3. Administrative and Store Maintenance Responsibilities (especially for in-store CSRs)
Maintaining Records: Documenting all customer interactions, including inquiries, complaints, and actions taken, using a Customer Relationship Management (CRM) system or other company software.

Filing Documents: Ensuring that customer accounts and related documents are properly filed and maintained.

Store Maintenance: Assisting with general store maintenance, such as stocking shelves, organizing merchandise displays, and ensuring the store environment is clean and inviting.

Providing Feedback: Reporting on customer feedback, issues, and trends to management to help improve products, services, and internal processes.

• Provide service of inbound calls for roadside assistance and other service requests such as: a vehicle that won't start; flat tire(s); keys locked inside a car; vehicle out of gas; vehicle in an accident.
• Probe to identify the need of the customer based on vehicle situation.
• Provide policy coverage details.
• Dispatch a service provider to assist the customer.
• Provide status updates to customers.

• Give one-on-one attention to each student while maintaining overall focus on entire group.
• Develop and teach ESL curriculum to improve students' conversational abilities.
• Facilitated collaborative learning by encouraging participation from all members of the class.
• Encouraged effective communication between students by providing them with opportunities for discussion and debate.
• Incorporated authentic materials into lessons such as videos or articles related to current events.
• Instructed small groups of advanced learners in specialized topics such as literature or composition.

• Provided analytical support for new product development and programme implementation.
• Provided the knowledge and expertise in a specific subject, business area, or technical area for a project/program.
• Handled escalations line / Answered escalated / supervisor calls.
• Collaborated with teams or stakeholders to offer guidance, solve complex problems, make informed decisions, and ensure the accuracy and quality of work within their area of expertise.

• Worked in call center environment handling inbound calls as a Billing representative for an Australian Utility account.
• Responded to customer inquiries and provided detailed account information.
• Processed payments and applied to customer balances.
• Achieved performance goals on consistent basis.
• Built rapport with customers through courteous and professional communications.
• Stayed current on policies, procedures and standards to offer optimal support.
• Kept detailed records of customer interactions for future reference.

• Provided technical assistance and answers to users questions, assisting users by troubleshooting problems about their products and services.
• Handled queries and concerns about customer's bill.
• Upsell products and services.
• Provided clear and concise step-by-step technical support to guide clients.

• Provided technical assistance and answers to users questions, assisting users by troubleshooting problems about their products and services.
• Handled queries and concerns about customer's bill.
• Upsell products and services.
• Provided clear and concise step-by-step technical support to guide clients.