Rennalyn Tolentino
Castillejos, Zambales
Summary
Proven Virtual Assistant and Customer Support Specialist, adept in CRM management and customer service, I've significantly enhanced client satisfaction and operational efficiency. My background includes excelling in high-pressure environments and showcasing exceptional problem-solving and communication skills. Achieved sales and support targets by over 20%, demonstrating a commitment to excellence and a knack for fostering positive customer relationships.
Overview
9
9
years of professional experience
Work History
Virtual Assistant
GovAssist
01.2024 - 01.2025
- Monitored emails, organized inboxes, and prioritized messages for supervisors.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Managed CRM input, exports, and clean up.
- Maintained strict confidentiality of sensitive information, ensuring trust and reliability in client relationships.
- Built and maintained excellent customer relationships through timely responses to inquiries and going above and beyond to accommodate unusual requests.
Phone Banker
Wells Fargo
07.2021 - 03.2022
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Used CRM system daily to maximize service opportunities and enhance communication.
Customer Service (Technical Support/billing)
VXI Global Holdings
11.2018 - 03.2021
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered exceptional customer support for phone, internet, and cable services, resolving technical issues promptly and efficiently.
- Assisted customers with billing inquiries, ensuring accurate account management and issue resolution.
- Provided personalized product recommendations and successfully upsold services, contributing to sales growth.
- Maintained high customer satisfaction by delivering professional and solutions-oriented service in a fast-paced environment.
- Consistently met and exceeded performance metrics, including resolution time, customer satisfaction, and sales targets.
Sales Specialist
VXI Global Holdings
05.2016 - 10.2017
- Handled inbound calls to assist US-based customers with inquiries and successfully closed sales of beauty products and skincare essentials.
- Consistently upsold additional products, enhancing customer satisfaction and driving revenue growth.
- Built strong relationships with customers by providing personalized product recommendations tailored to their preferences.
- Achieved and exceeded sales targets by maintaining a results-driven approach and a deep understanding of product offerings.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
Education
Bachelor Of Arts - Mass Communication
Bulacan State University
Malolos City, Bulacan06.2015
Skills
- Customer service
- Calendar management
- Microsoft office
- CRM management
- Meeting scheduling
- Video editing
- Problem-solving
- Attention to detail
- Time management
- Multitasking and organization
- Team collaboration
- Verbal and written communication
- Content creation
- Email management
- Fast learner
- Clear communication
- Customer and client relations
- High-volume phone inquiries
Additional Information
Ma. Victoria Ala-tiit
Company: Wells Fargo
Email: victoriaalatiit0210@gmail.com
Timeline
Virtual Assistant
GovAssist
01.2024 - 01.2025
Phone Banker
Wells Fargo
07.2021 - 03.2022
Customer Service (Technical Support/billing)
VXI Global Holdings
11.2018 - 03.2021
Sales Specialist
VXI Global Holdings
05.2016 - 10.2017
Bachelor Of Arts - Mass Communication
Bulacan State University
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