Michelle Gaity Cabilogan McClary

• Customer support: Answer customer questions, provide information on products and services, and offer support via phone, email, live chat, or in-person.
• Issue resolution: Handle and resolve customer complaints, process returns, and troubleshoot issues with products or services.
• Account management: Take and process orders, calculate charges, process billing or payments, and make necessary changes to customer accounts.
• Communication and record-keeping: Record details of customer contacts and actions taken, update customer records, and ensure all interactions are documented accurately.
• Collaboration and escalation: Coordinate with other departments (like technicians or accounting) to resolve customer issues and escalate complex problems to supervisors or other teams when necessary.
• Proactive engagement: Follow up with customers to ensure their satisfaction and may also cross-sell or upsell additional products or services.
• Performance and knowledge: Meet performance targets, maintain expert knowledge of company products and services, and continuously improve customer service skills.

• Recruitment & Hiring: Sourcing candidates, screening, interviewing, background checks, and managing the hiring process.
• Onboarding & Training: Organizing orientation, developing training programs, and facilitating employee professional development.
• Compensation & Benefits: Administering payroll, managing benefits enrollment, and handling compensation inquiries.
• Employee Relations: Mediating disputes, addressing feedback, promoting engagement, and ensuring a healthy workplace culture.
• Policy & Compliance: Developing, implementing, and ensuring adherence to HR policies and labor laws.
• Records Management: Maintaining accurate employee data, digital files, and HR system entries.
• Performance Management: Assisting with performance evaluations and linking them to development.

Core Skills Needed:

• Strong communication (written & verbal), interpersonal skills, problem-solving, attention to detail, and digital proficiency with HR software (HRIS).

Technical Support:

• Respond to customer inquiries regarding technical issues (e.g., product setup, service glitches).
• Troubleshoot problems and guide customers through step-by-step solutions.
• Document technical issues and resolutions, contributing to knowledge bases.
• Escalate complex technical problems to specialized teams.

Billing Support:

• Address questions about invoices, charges, and payment methods.
• Process payments, issue receipts, and update account information.
• Assist with payment plans and explain billing policies.
• Review account balances and resolve discrepancies.

General CSR Duties:

• Maintain accurate records of all customer interactions (calls, emails, chats).
• Provide excellent customer service, ensuring satisfaction and retention.
• Collaborate with other departments (sales, development, operations) to resolve issues.
• Stay updated on product features, services, and company policies.

• Booking & Modifications: Book, change, and cancel flights; process payments and issue tickets.
• Customer Inquiries: Answer questions about flight availability, routes, schedules, pricing, and airline policies.
• Issue Resolution: Handle complaints, resolve booking issues, and manage cancellations/delays.
• Special Assistance: Arrange special meals, seat assignments, and wheelchair assistance.
• System Management: Accurately enter and update passenger information in reservation systems.
• Upselling: Offer additional services like seat upgrades, insurance, or travel packages.
• Coordination: Liaise with other airline personnel and travel partners.

• Managing incoming/outgoing mail, emails, and electronic messages.
• Composing letters, reports, and formal replies.
• Using correspondence management systems (e.g., ETMS2).
• Coordinating with subject matter experts.
• Preparing materials for official signatures.
• Customer Support: Respond to inquiries, complaints, and requests about financial products, accounts, loans, or credit cards via phone, chat, or text.
• Account Management: Process transactions, open/close accounts, handle payments, manage refunds/credits, and update customer information.
• Problem Resolution: Identify root causes of issues, troubleshoot problems, offer solutions, and escalate complex cases to supervisors.
• Record Keeping: Maintain accurate records of all customer interactions and transactions.
• Product Knowledge: Educate customers on services, self-service options, and relevant financial products.
• Adherence: Follow company policies, procedures, and work schedules (often shifting).

• Administrative and clerical support: Perform general administrative duties like filing, data entry, and answering phones to support the HR department's daily operations.
• Employee record management: Create, update, and maintain confidential employee records, ensuring they are accurate and current. This includes managing employment contracts and other documentation.
• Recruitment and hiring support: Assist with the recruitment process by posting job ads, screening resumes, and scheduling interviews. They may also help with background checks.
• Onboarding and orientation: Welcome new employees by conducting orientations and assisting with the new hire paperwork and onboarding process.
• Payroll processing: Help with payroll by collecting time and attendance records, verifying hours, and ensuring employees are paid accurately and on time.
• Benefits administration: Provide employees with information on benefits plans and assist with related paperwork and inquiries.
• HR support and compliance: Answer employee questions about company policies and procedures, help ensure compliance with federal, state, and local labor laws, and support the HR team in various projects and events.
• Assessment & Diagnosis: Conduct interviews, administer tests, and diagnose conditions like anxiety, depression, PTSD, and substance abuse.
• Treatment Planning: Develop and implement personalized plans using evidence-based therapies (e.g., CBT, talk therapy).
• Therapeutic Services: Provide individual, family, and group counseling sessions.
• Crisis Intervention: Offer immediate support and management during mental health crises.
• Case Management: Monitor patient progress, adjust treatments, and maintain detailed, confidential records.
• Collaboration: Work with doctors, social workers, and other providers for comprehensive care.
• Education & Advocacy: Educate clients/families on conditions and advocate for their needs.
• Community Work: May lead support groups, conduct outreach, or create prevention programs.

• Sales Support:Prepare sales reports, presentations, contracts, invoices, and purchase requisitions; track orders and deliveries; manage inventory.
• Administrative Tasks:Manage schedules, answer calls/emails, distribute mail, arrange meetings and travel, and order supplies.
• Documentation:Maintain organized filing systems for sales records, customer databases, and confidential documents.
• Coordination:Act as a link between sales staff, clients, and other departments, ensuring follow-up on tasks and information flow.
• Client Interaction:Handle initial customer inquiries, welcome visitors, and assist with the sales process.
• Client Assessment: Meet with clients to understand their financial situation, goals (retirement, education, wealth transfer), risk tolerance, and needs.
• Financial Planning: Develop comprehensive, customized plans covering budgeting, savings, investments, retirement, education, and estate planning.
• Product Recommendation: Advise on and sell appropriate insurance policies (life, health, long-term care) and investment products (annuities, mutual funds) that fit client needs.
• Risk Management: Identify financial risks and propose insurance solutions to protect clients and their assets.
• Portfolio Monitoring: Regularly review and adjust client portfolios and plans as markets change and life circumstances evolve.
• Sales & Business Development: Prospect for new clients, market services, build referral networks, and meet sales targets.
• Client Relationship Management: Maintain strong, trusting, long-term relationships through proactive communication and education.
• Compliance: Ensure all activities comply with industry regulations (BSA, AML, KYC) and internal policies.