Nouella Geonago
General Office Clerks
Valenzuela, Metro Manila,NCR
Summary
Creates and implements successful sales and marketing strategies regardless of scale and budget. Excels at maximizing profits within limited budgets. Performs market research, develops strategic reports and organizes and promotes successful marketing campaigns. Aggressively pursues new sales leads resulting in high sales close rate. Understands importance of working with customers and other executives, as well as keeping staff informed and motivated.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Customer Experience Agent
Alorica Teleservices Inc
02.2021 - 06.2024
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Investigated customer complaints and escalated issues to address critical requests.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Reduced response time for customer queries by implementing effective communication strategies.
- Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Logistics Coordinator
Highly Exclusive Inc
01.2019 - 10.2020
- Tracked orders and notified customers of status or potential delays.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Reduced transportation costs by negotiating favorable contracts with carriers.
- Optimized transportation strategies by analyzing route performance data and adjusting plans accordingly.
- Implemented a warehouse organization system that increased storage capacity and accessibility.
- Managed inventory levels to prevent stockouts, ordering supplies before reaching critical low levels.
- Reduced delivery times to customers by optimizing route planning and scheduling.
- Enhanced team communication with weekly meetings to discuss logistics challenges and solutions.
- Negotiated contracts with freight carriers to lower transportation costs without compromising service quality.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Managed inventory levels to verify availability of stock for customer orders.
- Updated and maintained databases to track shipments and inventory.
Sales Supervisor
Kang Fa Marketing
01.2010 - 12.2018
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Boosted sales by implementing effective training programs for new and existing employees.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Effectively coached team members to reach weekly and monthly sales goals.
- Created innovative sales strategies, leading to improved market share and visibility for the company''s products.
- Checked store merchandise regularly for proper display and replenishment.
- Assisted in forecasting sales trends, allowing for proactive strategy adjustments based on market conditions.
- Promoted exceptional customer service by engaging clients on sales floor.
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
- Maintained comprehensive knowledge of industry trends, competitor activity, and emerging technologies to inform strategic decisionmaking.
- Monitored daily sales performance and provided feedback to each team member.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Developed and enforced policies and procedures for compliance with company policies.
Education
Associate of Science - Hotel, Motel, And Restaurant Management
Montessori Professional College
Caloocan City, Metro Manila, Philippines 01.2007 - 01.2009
High School Diploma -
Dalandanan National High School
Dalandanan Valenzuela City, Metro Manila 06.2003 - 05.2007
GED -
Pasolo Elementary School
Skills
Call center experience
Microsoft Office
Account Management
Time Management
Problem-solving abilities
Multitasking Abilities
Calm Under Pressure
Workflow Management
Sales Analysis
Inventory Control
Goals and performance
Shipping Documentation
Warehousing Processes
Invoicing and shipping documentation
Teamwork and Collaboration
Certification
• English for Science, Technology, Engineering, and Mathematics (eSTEM)
Timeline
• English for Science, Technology, Engineering, and Mathematics (eSTEM)
09-2024
• Managing Your Personal Finances
09-2024
• Receiving and Responding to Workplace Communication
09-2024
Customer Experience Agent
Alorica Teleservices Inc
02.2021 - 06.2024
Logistics Coordinator
Highly Exclusive Inc
01.2019 - 10.2020
Sales Supervisor
Kang Fa Marketing
01.2010 - 12.2018
Associate of Science - Hotel, Motel, And Restaurant Management
Montessori Professional College
01.2007 - 01.2009
High School Diploma -
Dalandanan National High School
06.2003 - 05.2007
GED -
Pasolo Elementary School
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