Meluna Tancio

* Team Leader (10/2019-Present): Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics. Developed team members' skills through targeted coaching sessions, resulting in improved individual performance. Set performance expectations and provided constructive feedback.

* Subject Matter Expert (12/2014-09/2019): Provided expert guidance on critical projects and strategic initiatives, enhancing team performance. Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

* Chat and Voice Technical Support Representative (10/2013-11/2014): Enhanced customer satisfaction by providing timely and accurate responses to inquiries. Delivered exceptional customer service by addressing concerns quickly and providing clear, concise explanations of technical solutions. Resolved technical issues by utilizing a comprehensive knowledge of company products and services.

• Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
• Sourced and pre-qualified leads and identified new business opportunities by dialing daily outbound calls to build partnerships and achieve sales quota.
• Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
• Stayed up-to-date on industry trends and competitor activities, ensuring well-informed discussions with potential clients.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.