Freshdesk
MAYJELYN PETOLAN
Customer Support Specialist
Las Pinas, Metro Manila
Summary
A driven and energetic call center agent with a focus on achieving goals. Possessing a diverse skill set, including experience as a Telephone Operator, Email and Chat Support Representative, Food Approver, Collections Specialist, Retention Agent, Support Representative, and Loan Processor. Proficient in Lead Generation, Cold Calling, and Ticket Handling for U.S. events, as well as Client Relations Assistance. Committed to maintaining high morale and ensuring readiness to achieve company objectives.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Customer Support | Client Relations Assistant
Upwork
09.2023 - Current
- Process customer service orders promptly to increase customer satisfaction.
- Serve as subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Configure and tested new software and hardware.
- Respond to customer inquiries and provided technical assistance over phone and in person.
- Configure hardware, devices, and software to set up work stations for employees.
- Research and identified solutions to technical problems.
Lead Generation Specialist | Cold Calling
Upwork
08.2023 - Current
- Follow up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Implement CRM system to streamline lead management processes, resulting in improved organization and increased efficiency.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Evaluate performance metrics regularly for ongoing optimization of lead generation tactics, ensuring continued growth and success in the role.
- Implemented upselling techniques to increase revenue and move product.
- Deliver scripted sales talks to customers reached via manual and automatic dialing systems.
- Increased lead generation by implementing targeted email campaigns and personalized outreach strategies.
- Optimize website content for search engines, improving organic traffic and attracting more potential clients.
- Manage multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
- Generate leads and established relationships with potential customers through outbound telephone calls.
- Utilize data analysis tools to identify trends and patterns in lead behavior, making strategic adjustments to marketing efforts accordingly.
Loan Processor Manager, Retention agent and Support agent
ARB Call Facilities
08.2019 - 07.2023
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
- Assisted in the development of new loan products by researching market trends and identifying potential opportunities.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Streamlined workflow processes for increased productivity within the team while maintaining high quality output.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Facilitated communication with loan applicants, underwriters and loan officers to optimize process and maintain updated information.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Set up and completed loan submission packages.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Facilitated successful loan closings by coordinating with underwriters, title companies, and attorneys throughout the process.
- Explained very technical financial information to applicants in easy to understand language.
Collections Agent
Visaya Knowledge Process Outsourcing
05.2016 - 06.2019
- Investigated customer credit references and approved credit lines.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Collected funds from delinquent customers and minimized loss to save $[Amount].
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Entered client details and notes into system for interdepartmental access and review.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Investigated accounts with balance errors using accounting software.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Directed day-to-day collections functions.
- Worked with customer to create debt repayment plan based on current financial condition.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Quantified debtor balances to avoid late payments and bad credit.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Telephone Operator and Email Chat Support
Accenture Company
11.2014 - 05.2016
- Maintained accurate records of calls placed and received.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Provided helpful, informative technical support to customers on product usage and installation.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Maintained an organized workspace for optimal productivity while adhering to health and safety standards set forth by the employer.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
- Gathered customer information and promptly input data into computer system.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Collected personal information from customers to accurately document requests.
- Reviewed customer feedback to determine strategies for improving customer service.
Education
Bachelor of Science - Computer Science
Diaz College
Negros Oriental, Tanjay City 01.2016 - 05.2018
Skills
Attention to Detail
Ability to maintain confidentiality of sensitive information of clients
Proven experience as a collections specialist
Excellent communication, interpersonal and time-management skills
Ability to identify, analyze and resolve customer, agent or client needs
Exceptional ability to work independently and with a team
Skilled in negotiation
Problem-solving skills
Comfortable working with targets
Working knowledge of MS office and databases
Attention to Detail
Excellent Communication
Data Confidentiality
Project Support
Administrative tasks
Spreadsheet Management
Records Management
File Management
Office Administration
Administrative Support
Problem-Solving
Software
Screen connect
Livevox
Skybox
Metronic or Terminal
Roboform
APN
LMS
Interests
Playing Badminton
Playing Badminton
Playing badminton isn't just a hobby for me; it's my passion. It's not just about hitting a shuttlecock back and forth—it's about the teamwork, strategy, and dedication that come with it. Plus, it's a great way to stay active and have fun outside of work!
Timeline
Customer Support | Client Relations Assistant
Upwork
09.2023 - Current
Lead Generation Specialist | Cold Calling
Upwork
08.2023 - Current
Loan Processor Manager, Retention agent and Support agent
ARB Call Facilities
08.2019 - 07.2023
Collections Agent
Visaya Knowledge Process Outsourcing
05.2016 - 06.2019
Bachelor of Science - Computer Science
Diaz College
01.2016 - 05.2018
Telephone Operator and Email Chat Support
Accenture Company
11.2014 - 05.2016