Rebecca Sarah Basto
Account Manager
San Mateo
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
CUSTOMER SERVICE REPRESENTATIVE
NCO, Mezza Residences
Sta Mesa
12.2011 - 03.2012
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Outbound Sales Representative
Acquire Asia Pacific
Libis
03.2012 - 02.2014
- SUPPORT
- Acquire Asia Pacific 31st Floor Cybermall Eastwood City, Libis QC
- Commander
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Identified customers from previously untapped market sectors with innovative call strategy.
- Conducted 40 outbound phone calls daily to reach potential clients and market electricity and gas products and services.
CUSTOMER RESOLUTIONS SPECIALIST/CHAT and EMAIL
ACQUIRE ASIA
Quezon City
03.2014 - 04.2015
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Established customer retention programs to improve loyalty and increase lifetime value.
Operations Associate
HDPP Technohub Commonwealth, UKCC
Quezon City
09.2014 - 03.2017
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
Technical Support
Concentrix Hanston Square Properties Ortigas, Apple
03.2017 - 02.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Translated complex technical issues into digestible language for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
Helpdesk
UNISYS
03.2018 - 05.2018
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technical Support
24-7 Intouch
05.2018 - 02.2019
- Katipunan Quezon City
- Netflix
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative/Subject Matter Exp
Concentrix Spark Place
02.2019 - 03.2022
- Designed and prepared technical reports, studies, and related documentation.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Customer Success Associate
Workstream
03.2022 - 07.2022
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborated with sales and product teams to address customer success objectives.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Outbound Account Manager
Connectwise
08.2022 - Current
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
Education
COLLEGE - Public Administration
Eulogio Amang Rodriguez Institute of Science and Technology
06.2006 - 03.2007
Skills
Complaint resolution
Sales expertise
CRM
Administrative support
Technical Support
Creative problem solving
Strategic sales knowledge
Service standard compliance
Key stakeholder relationship building
Account management
Recordkeeping strengths
Timeline
Outbound Account Manager
Connectwise
08.2022 - Current
Customer Success Associate
Workstream
03.2022 - 07.2022
Customer Service Representative/Subject Matter Exp
Concentrix Spark Place
02.2019 - 03.2022
Technical Support
24-7 Intouch
05.2018 - 02.2019
Helpdesk
UNISYS
03.2018 - 05.2018
Technical Support
Concentrix Hanston Square Properties Ortigas, Apple
03.2017 - 02.2018
Operations Associate
HDPP Technohub Commonwealth, UKCC
09.2014 - 03.2017
CUSTOMER RESOLUTIONS SPECIALIST/CHAT and EMAIL
ACQUIRE ASIA
03.2014 - 04.2015
Outbound Sales Representative
Acquire Asia Pacific
03.2012 - 02.2014
CUSTOMER SERVICE REPRESENTATIVE
NCO, Mezza Residences
12.2011 - 03.2012
COLLEGE - Public Administration
Eulogio Amang Rodriguez Institute of Science and Technology
06.2006 - 03.2007