Rachel Angela Cerro
Telesales
Gen Trias
Summary
Experienced technical representative and telesales professional with a proven track record of delivering exceptional customer service and driving sales growth. Proficient in providing technical support and troubleshooting, coupled with adept sales skills to effectively promote and sell products or services over the phone. Strong communicator with a customer-centric approach, adept at building rapport, resolving issues, and closing deals. Skilled in multitasking, problem-solving, and achieving sales targets in fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Chat support Representative
DRIPDESK ASIA INC
12.2021 - Current
- Delivered top-notch customer service and technical support via chat platforms
- Managed multiple conversations simultaneously with strong problem-solving skills
- Maintained high customer satisfaction through clear communication and collaboration with cross-functional teams.
Quality Assurance Specialist
CURO TEK - E-PLDT
12.2017 - 03.2020
- Examines employee output and/or execution of prescribed process through monitoring, review, and evaluation to ensure compliance with established standards
- Generates quality score according to the rating system based on quality standards
- Communicates the results of the evaluation to the employee via coaching and provides recommendations whenever applicable
- Identifies potential errors to prevent non-compliance to prescribed processes
- Regularly conducts calibration sessions to ensure synchronization of evaluation methods and ratings with the established standards by the client organization
- Collaborates with the Quality Assurance and Audit, as well as the entire Operations unit, in the administration of quality scores as well as responding to usual errors through planning or team-level interventions and reward programs to ensure high levels of quality.
Team Leader Apprentice
CURO TEK - E-PLDT
04.2017 - 09.2017
- Lead the collection of receivable accounts from clients with a target of at least 98%
- Responsible for managing the day-to-day planning, operation and problem solving of a team of agents to meet the required service level components, standards, and targets
- Initiate one-on-one coaching and mentoring sessions for employees to directly address quality-related lapses in the execution of their function.
Technical fulfillment officer
CURO TEK - E-PLDT
07.2013 - 03.2017
- Technical assessment of smart/tnt/sun/mbb/sbw subscribers and network monitoring officer
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and solutions
- Attempt to resolve complaints and recognize the need to escalate such to identify support groups via email or using an in-house software system
- Monitor network reports real-time to be able to immediately identify technical problems.
Technical Fulfillment Officer
iPLUS Inc.
07.2012 - 07.2013
- Technical Assessment of Smart/TNT Subscribers.
Telesale/Telemarketer
Victrix Marketing
04.2010 - 05.2012
- As a Telesales Officer in a credit card (HSBC) third-party organization, my primary responsibility is to engage potential clients over the phone and present them with compelling offers for credit card services
- I focus on understanding their needs and preferences, building rapport, and effectively communicating the benefits of our credit card products
- My goal is to secure appointments with interested clients for further discussion with our sales team, ensuring a seamless transition in the sales process and ultimately driving conversions.
Education
ASSOCIATE IN CUSTOMER SERVICE COMMUNICATION - Customer Service Management
UNIVERSITY OF MAKATI
Makati City, Metro Manila, Philippines03.2012
Skills
Excellent Communication
undefinedCertification
I hereby certify that the information is true and correct to the best of my knowledge.
Activity
- Kdrama Series
- Walking
- Cooking
References
- Raydel T. Limbaga, Senior Quality Assurance Specialist, 09093461856
- Janeth B. Flores, Quality Assurance Specialist, 09176003636
Training
- PERSONALITY DEVELOPMENT AUGUST 2011
- BPO CAREER HUB
- SPEAKER: MS. RAQUEL LIM
- IN-CAMPUS TRAINING AUGUST - SEPTEMBER 2011
- FORT BONIFACIO NATIONAL HIGH SCHOOL
- TRAINING ACCOMPLISHEMENTS
- LEADERSHIP ESSENTIALS TRAINING MAY 11, 2017
- EFFECTIVE COMMUNICATION IN THE WORKPLACE MAY 11, 2017
- PRESENTATION SKILLS TRAINING MAY 18, 2017
- MANAGEMENT BY FACT TRAINING MAY 25, 2017
- QUALITY TOOLS OVERVIEW JUNE 14, 2017
- EFFECTIVE COACHING TRAINING JUNE 15, 2017
Accomplishments
Personality Development
August 2011
BPO Career Hub Speaker: Ms. Raquel Lim
In-Campus Training August – September 2011
Fort Bonifacio National High School
Training Accomplished Leadership
- Essentials Training May 11, 2017
- Effective Communication in the Workplace May 11, 2017
- Presentation Skills Training May 18, 2017
- Management by Fact Training May 25, 2017
- Quality Tools Overview June 14, 2017
- Effective Coaching Training June 15, 2017
Additional Information
REFERENCES:
Raydel T. Limbaga
Senior Quality Assurance Specialist
09093461856
Janeth B. Flores
Quality Assurance Specialist
09176003636
I hereby certify that the information is true and correct to the best of my knowledge.
Rachel Angela Cerro
Timeline
Chat support Representative
DRIPDESK ASIA INC
12.2021 - Current
Quality Assurance Specialist
CURO TEK - E-PLDT
12.2017 - 03.2020
Team Leader Apprentice
CURO TEK - E-PLDT
04.2017 - 09.2017
Technical fulfillment officer
CURO TEK - E-PLDT
07.2013 - 03.2017
Technical Fulfillment Officer
iPLUS Inc.
07.2012 - 07.2013
Telesale/Telemarketer
Victrix Marketing
04.2010 - 05.2012
ASSOCIATE IN CUSTOMER SERVICE COMMUNICATION - Customer Service Management
UNIVERSITY OF MAKATI
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