RICKY CHICO
Makati City,NCR
Summary
A team player and friendly call center agent with four years’ experience. Proven to use skills in problem solving and communication to provide expert service to customers. Maintained 91% customer service satisfaction by strategically managing calls and implementing process improvements. Learned all products and services 99% accuracy in a minimal time. Offered top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough Customer Retention Specialist with 5 years of experience working in BPO] industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers. Goal-oriented manager with distinguished experience in BPO Industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Acct Management Retention Account
CSS CORPORATION/Movate Philippines
TAGUIG CITY
2019.11 - 2024.08
- Negotiated contract renewals successfully, securing continued business from key accounts.
- Improved customer retention rates by developing and implementing account management strategies.
- Developed customized plans based on specific needs aiming at reinforcing relationships while matching expectations between parties involved.
- Conducted regular account reviews to assess performance, identify areas for improvement, and suggest appropriate solutions.
- Collaborated with the sales team to identify opportunities for account growth and expansion.
- Built relationships with customers and community to establish long-term business growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Organized promotional events and interacted with community to increase sales volume.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Inbound Representative
VXI HOLDING CORPORATION
MAKATI CITY
2017.01 - 2019.11
- Supported sales efforts by providing reliable information on available products or services that met clients'' individual requirements during inbound calls.
- Exceeded performance metrics consistently by efficiently handling inbound calls and resolving customer issues quickly.
- Participated in ongoing professional development opportunities aimed at refining skills relevant to the Inbound Representative role.
- Provided feedback to management regarding potential improvements for better customer service delivery processes.
- Maintained high levels of product knowledge to provide accurate information to customers.
- Utilized CRM systems effectively to track customer interactions, update account information, and document case notes accurately.
- Streamlined workflows by implementing time-saving strategies for completing administrative tasks related to inbound calls efficiently.
- Improved first-call resolution rates by actively listening to customer concerns and providing appropriate solutions.
- Managed high-volume calls while maintaining professionalism, empathy, and patience under pressure.
- Developed strong relationships with clients through exceptional communication skills and attention to detail.
- Handled day-to-day shipping and receiving overseeing more than 100 packages per day.
Outbound Sales Associate
CONVERGYS
MAKATI CITY
2015.06 - 2017.11
- Managed leads effectively using CRM software, ensuring timely follow-ups and accurate recordkeeping.
- Developed in-depth product knowledge to accurately answer questions and recommend appropriate solutions.
- Delivered exceptional results under pressure by meeting tight deadlines and handling high call volumes during peak periods.
- Exceeded sales targets consistently by employing strong negotiation skills and persuasive techniques.
- Increased customer interest by developing and implementing effective outbound sales strategies.
- Adapted communication style based on each potential client''s preferences, resulting in increased connection rates for cold calls.
- Built rapport with potential clients through engaging conversations, leading to successful sales closures.
- Provided detailed feedback on calls to improve overall effectiveness of the outbound sales strategy.
- Enhanced customer experience by addressing their needs promptly and providing relevant product information.
- Maintained compliance with company policies and industry regulations throughout the sales process.
- Made average of 100 outbound and inbound calls per day.
- Attained $2000 in sales targets on monthly basis.
Office Staff
Center for Educational Measurement (CEM)
MAKATI CITY
2014.05 - 2015.12
- Maintained strict confidentiality when handling sensitive employee information or processing payroll tasks according to federal regulations governing privacy protection provisions applicable within the workplace setting.
- Managed inventory tracking for office supplies by conducting regular audits of stock levels and placing orders proactively before depletion occurred unexpectedly, avoiding potential downtime due to lack of materials availability on hand.
- Facilitated the smooth operation of daily tasks through effective prioritization of responsibilities based on urgency and importance levels.
Education
Some College (No Degree) - Business Administration And Management
Occidental Mindoro State College
SAN JOSE OCCIDENTAL MINDORO 2009.01 - 2013.04
Skills
Working with Shifting Schedule
Customer Service
Stress Management
Patience
Problem Solver
Listening
Phone Skills
Positive Attitude
Achiever
Learning Product Knowledge
Salesforce
Organizational skills
Retention Marketing
Data-driven decision-making
Cross-selling strategies
Understanding of sales retention
References
- CLAIRE BERNABE, Team Leader, Inspiro company
- JALEEL T MALIC, Quality assurance Supervisor, Rgs Company
- Darcon motilla, Concentrix Philippine Workforce
Timeline
Acct Management Retention Account
CSS CORPORATION/Movate Philippines
2019.11 - 2024.08
Inbound Representative
VXI HOLDING CORPORATION
2017.01 - 2019.11
Outbound Sales Associate
CONVERGYS
2015.06 - 2017.11
Office Staff
Center for Educational Measurement (CEM)
2014.05 - 2015.12
Some College (No Degree) - Business Administration And Management
Occidental Mindoro State College
2009.01 - 2013.04
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