Satoru Macaraig
Sales Associate
Taguig City,00
Summary
Customer service professional with over 2 years of expertise in customer support. Effective team player with an outgoing and positive demeanor, utilizing independent decision-making skills and good judgement. Committed to ensuring customer satisfaction and driving company growth through exceptional service delivery. Specializing in optimizing processes for improved quality and efficiency.
Overview
3
3
years of professional experience
38
38
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Telus International
06.2024 - Current
- Execute day-to-day tasks in the assigned queue (call, chat, or email).
- Handled refund requests due to dissatisfaction or product issues.
- Coordinate with other teams when the issue goes beyond billing-related issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Respond to live chats effectively while handling multiple tools.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales Associate
Concentrix
11.2022 - 03.2024
- Inbound calls: Answer calls from customer queries about products or billing-related concerns.
- Outbound calls: Arranged follow-up calls to potential or existing customers to drive sales or promote products.
- Assisted in closing sales by providing simple guides for customers in completing a purchase.
- Respond to customers inquiries through Live Chat Queue.
- Coordinated with relevant teams when issue is beyond sales-related concern.
- Built relationships with customers to encourage repeat business.
- Upsell and cross-sell based on customer needs or interest.
- Provided accurate information and creating a positive customer experience.
- Assessed customer needs and utilized suggestive selling techniques to push sales.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Detailed documentation of customer information in CRM systems.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Handle simple post sales inquiries.
Education
1st Year College Undergraduate - Architecture
NATIONAL COLLEGES OF SCIENCE & TECHNOLOGY
Dasmarinas, Province Of Cavite, Philippines 04.2001 - 01.2022
Senior High School
DE LA SALLE UNIVERSITY-DASMARIÑAS
Dasmarinas, Province Of Cavite, Philippines 04.2001 - 01.2019
Skills
Client support
Sales expertise
Quality assurance
Product sales
Focused listening
Product knowledge
Call management
Complaint resolution
Timeline
Customer Service Representative
Telus International
06.2024 - Current
Sales Associate
Concentrix
11.2022 - 03.2024
1st Year College Undergraduate - Architecture
NATIONAL COLLEGES OF SCIENCE & TECHNOLOGY
04.2001 - 01.2022
Senior High School
DE LA SALLE UNIVERSITY-DASMARIÑAS
04.2001 - 01.2019