Russell Gutierrez
Davao City
Summary
Results-focused onboarding professional with proven track record in streamlining onboarding processes and enhancing new client experiences. Known for collaborative approach and ability to adapt to changing needs, ensuring smooth transitions for new clients. Skilled in effective communication and organizational development, contributing to team success and high client satisfaction.
Overview
14
14
years of professional experience
Work History
Client Onboarding Specialist
Sphere Rocket VA
03.2024 - Current
- Facilitated onboarding processes for new clients, ensuring smooth transitions into company culture.
- Collaborated with U.S. Client Success Managers to enhance client relationships.
- Managed timely responses to client issues, ensuring effective communication and support.
- Introduced training materials and resources to enhance client understanding of systems.
- Coordinated orientation sessions, delivering essential information on policies and procedures.
- Streamlined onboarding workflows, improving efficiency and reducing time to productivity.
- Assessed client needs to identify essential VA roles and crafted tailored job descriptions.
Customer Service / Technical Support Associate
Full Potential Solutions
10.2022 - 12.2023
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Suggested software and hardware modifications to reduce lag time and improve performance.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and service delivery.
- Documented support interactions for future reference.
Customer Care and Billing Specialist / Sales- Level II
Sutherland Global Services
08.2021 - 09.2022
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Gathered data from customer calls and interactions.
- Delivered Tier-2 and 3 support and SME input to internal and external customers.
- Utilized persuasive language while presenting product benefits, converting hesitant prospects into satisfied customers.
E-Commerce Customer Service Specialist
IQOR
01.2021 - 07.2021
- Implemented effective customer service strategies resulting in increased repeat business and improved brand loyalty.
- Maintained detailed records of customer interactions, allowing for better tracking of patterns and trends in customer behavior.
- Provided exceptional support during peak shopping seasons, ensuring a positive online shopping experience for customers.
Technical / Customer / Support Representative
VXI Global Holdings Inc.
10.2018 - 10.2019
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as the primary point of contact for support relating to owned solutions and products.
- Answered constant flow of customer calls with minimal wait times.
E-Commerce Customer Service Specialist
Awesome OS
01.2018 - 08.2018
- Implemented proactive measures to prevent recurring customer issues, reducing repeat complaints significantly.
- Resolved escalated customer complaints professionally and efficiently, preserving company reputation and fostering goodwill among clients.
Billing Specialist / Customer Support Representative
Teleperformance
01.2014 - 11.2017
- Managed high call volume with exceptional time management skills, maintaining superior customer satisfaction.
- Provided high-level technical support by resolving issues and troubleshooting problems.
- Assisted customers with account updates and service renewals, ensuring seamless communication and resolution of issues.
Outbound Telemarketer
Lovo Marketing
01.2012 - 10.2014
- Generated leads through cold calling, resulting in increased business.
- Handled a high call volume to maximize outreach efforts and drive results.
Education
Marketing Management
University of Mindanao
Davao City01.2012
Skills
- Customer relationship development
- Adaptability
- Effective communication
- Data Management
- Problem Solving
- Writing
- Active Listening
- Time Management
- Troubleshooting (Problem Solving)
- Patience
- Creative Problem-Solving
- Empathy
- Technical Support
- E-Commerce
- Technical Information
- Customer Support
- Billing
- Analytical Thinking
- Customer Satisfaction
- Cross-functional coordination
- Software knowledge
Accomplishments
Performer of the year - 2024 | Sphere Rocket VA
LANGUAGES
English
Tagalog
Timeline
Client Onboarding Specialist
Sphere Rocket VA
03.2024 - Current
Customer Service / Technical Support Associate
Full Potential Solutions
10.2022 - 12.2023
Customer Care and Billing Specialist / Sales- Level II
Sutherland Global Services
08.2021 - 09.2022
E-Commerce Customer Service Specialist
IQOR
01.2021 - 07.2021
Technical / Customer / Support Representative
VXI Global Holdings Inc.
10.2018 - 10.2019
E-Commerce Customer Service Specialist
Awesome OS
01.2018 - 08.2018
Billing Specialist / Customer Support Representative
Teleperformance
01.2014 - 11.2017
Outbound Telemarketer
Lovo Marketing
01.2012 - 10.2014
Marketing Management
University of Mindanao