Sandy Bantocila
Las Piñas
Summary
I have a wealth of expertise and experience as a customer support expert, which helps me give customers outstanding service. I am able to quickly and effectively address client issues since I have excellent verbal along with written communication abilities. I have a solid grasp of the demands of customers and am well-versed in products and services, which enables me to offer each customer specialized help. In order to provide the best service possible to consumers, I am also adaptive and can rapidly learn and understand new systems and procedures. I am an invaluable member of any customer care team because of my dedication to achieving complete client satisfaction and ability to perform well under pressure. My professional mantra, Educate, Motivate and Evaluate .
Overview
11
11
years of professional experience
Work History
Assistant Social Media Manager
NetOne Click Marketing Agency
11.2022 - 10.2024
- Curated visually appealing graphics for social media posts that increased overall aesthetic appeal of the brand
- Assisted in the development of a comprehensive social media strategy that aligned with company goals and objectives.
- Developed a strong online presence with strategic use of keywords, hashtags, and trending topics.
- Maintained an active brand presence by responding promptly to customer inquiries and comments on social channels.
- Established efficient workflows for content creation including sourcing images, writing captions, planning posts, scheduling them in advance.
- Evaluated success through KPIs like engagement rate per post or follower growth over time, making necessary adjustments to achieve goals.
- Collaborated with marketing team to craft attention-grabbing copy for social media advertisements.
- Boosted audience engagement through consistent posting of relevant content across multiple platforms.
- Managed scheduling and publishing of daily content, ensuring consistency and timeliness in messaging.
CUSTOMER SUPPORT EXPERT
Vegano Foods
VANCOUVER
08.2021 - 05.2022
- Responsible for responding to customer inquiries providing information, and resolving problems or complaints are all examples of responding to consumer queries.
- Maintaining accurate records of customer contacts.
- Detecting trends: Assisted in the improvement of goods, services, and procedures.
- Collaborated with other departments such as product management and marketing to ensure that customers receive accurate and up-to-date information.
- Managing customer accounts: Responsible for keeping customer accounts up-to-date. Processed orders and returns, and managed subscriptions or membership.
- Upselling or cross-selling: Responsible for identifying opportunities to upsell products and services to existing and new customers.
- Maintaining customer satisfaction: Responsible in ensuring that customer satisfaction level is at par with the company's set standards.
CUSTOMER SUPPORT EXPERT
HER - Dating App
10.2020 - 08.2021
- Independently diagnosed and identified solutions to resolve system issues.
- Handled over 80 incoming tickets and emails on a daily basis
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Remained updated on company offerings through regular product research.
- Stayed current on policies, procedures and standards to offer optimal support.
- Kept detailed records of customer interactions for future reference.
- Gave out information and advice about available products and or services.
- Responded to live chat rooms and provided answers to resolve customer queries, elevating customer satisfaction with immediate support.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Followed scripts and processes to uphold brand standards.
CUSTOMER SUCCESS MANAGER
Spocket
01.2020 - 10.2020
- Assessed customer needs and current market trends before setting up unique customized solutions.
- Handled over 100 incoming live chats on a daily basis from existing and new customers.
- Supported customers through implementation, adoption, renewal and growth to drive long-term success and value.
- Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments.
- Managed all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation.
- Identified opportunities for improvement through documentation, training or procedural changes to coordinate solution execution.
- Communicated assigned customer's needs cross-functionally and prioritzied adequately to manage processes across teams.
- Directed projects and kept teams updated on how assignments were progressing to encourage team involvement in solution development.
- Controlled workload consisting of multiple customers in various onboarding phases while maintaining focus and attention to detail.
- Developed documentation of practices for all customer interactions to understand customer challenges, expectations and success measures.
ASSISTANT CUSTOMER SUCCESS LEAD
Spocket
03.2019 - 01.2020
- Collated consumer data for product preference analysis and campaign optimization
- Identified market gaps for new and updated products and services.
CHAT QUALITY ANALYST
GreeChat
12.2018 - 12.2019
- Set and achieved product quality objectives while meeting product specifications.
- Created, edited and updated project manuals and technical documentation used by the entire QA team.
- Oversaw all process checks to ensure that they were done properly and at the correct frequency.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Collated information regarding conformance and checked finished products against specifications.
OPERATIONS SUPERVISOR
Teletech Philippines
02.2014 - 08.2018
- Ensured safety and emergency readiness amongst personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
- Trained, mentored and motivated employees to maximize team productivity.
- Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
- Motivated employees to shared ideas and feedback.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Developed and oversaw strategies for improving operational efficiency and accuracy.
- Analyzed customer data to identify opportunities and improve relationships.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Hired and evaluated associates and management staff to add to workforce and meet demands.
- Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
- Exceeded team goals by partnering with staff to share and implement customer service initiatives.
COMPLAINTS RESOLUTION MANAGER
Teletech Philippines
08.2017 - 04.2018
- Provided fair, accurate and timely results to meet organization's regulatory obligations and deliver exceptional customer experiences.
- Collected, examined and assessed data for clues on possible causes of problems and used results to suggest preventive or corrective actions.
- Entered problem data and solutions into company systems by creating and updating records for SLA tracking, performance review and reference purposes.
- Combed and analyzed reports and data to identify emerging trends and issues depicting large-scale problems with company products or services for internal review.
- Streamlined complaint escalation and resolution processes by establishing and maintaining productive relationships with internal business units and partners.
- Assessed complaints handling processes for bottlenecks and identified and implemented changes for fast resolutions.
- Determined and pinpointed opportunities for reducing complaints by sorting, categorizing and prioritizing concerns for timely handling.
- Examined complex issues raised by frontline advisors through client callbacks and call listening to find solutions.
- Enabled continuous service improvements by sharing feedback and insight from RCAs with supervisors and business units for strategy and policy development.
Education
Bachelor's Degree - Science of Nursing
San Juan De Dios Educational Foundation
2008
Skills
- CRM Operation
- Live chat operation
- Complaint handling
- Customer relations
- Account management
- Content scheduling
- Verbal and written communication
- Visual design
- Online presence monitoring
- Customer feedback tracking
- Content calendar management
- Customer Engagement
- Conflict Resolution
Timeline
Assistant Social Media Manager
NetOne Click Marketing Agency
11.2022 - 10.2024
CUSTOMER SUPPORT EXPERT
Vegano Foods
08.2021 - 05.2022
CUSTOMER SUPPORT EXPERT
HER - Dating App
10.2020 - 08.2021
CUSTOMER SUCCESS MANAGER
Spocket
01.2020 - 10.2020
ASSISTANT CUSTOMER SUCCESS LEAD
Spocket
03.2019 - 01.2020
CHAT QUALITY ANALYST
GreeChat
12.2018 - 12.2019
COMPLAINTS RESOLUTION MANAGER
Teletech Philippines
08.2017 - 04.2018
OPERATIONS SUPERVISOR
Teletech Philippines
02.2014 - 08.2018
Bachelor's Degree - Science of Nursing
San Juan De Dios Educational Foundation
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