Shaina Mae Caubang
Sorsogon, Province Of Sorsogon,SOR
Summary
Adept at elevating customer experiences, I leveraged CRM software proficiency and critical thinking at T-Mobile to significantly boost satisfaction and retention rates. Skilled in complaint handling and upselling, my strategies ensured compliance and resolved concerns efficiently, fostering a loyal customer base and enhancing company reputation. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retention Customer Service Representative
Iqor Ph
02.2021 - Current
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Ensured compliance with industry regulations and company policies throughout all dealings with customers.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Customer Service Specialist
T-Mobile
01.2018 - 02.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Sales Associate Specialist
VXI Global Holdings
02.2020 - 02.2022
- Worked closely with shift manager to solve problems and handle customer concerns.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Consistently maintained store cleanliness and visual appeal, ensuring an inviting atmosphere for customers.
- Developed a comprehensive understanding of product offerings and effectively communicated this knowledge to potential buyers, helping them make informed decisions.
Customer-service-representative
Convergys, AT&T
01.2017 - 02.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Accountancy
University of Manila
04.2019
Skills
- Call center experience
- Upselling strategies
- Cross-selling techniques
- CRM software proficiency
- Customer Service
- Computer Proficiency
- Microsoft Excel
- Critical Thinking
- Problem Resolution
- Active Listening
- Complaint Handling
- Data Collection
- Scheduling
- Quality Control
- Live chat support
- Account Management
Certification
- Sales Manager Certificate
Languages
English
Bilingual or Proficient (C2)
Timeline
Retention Customer Service Representative
Iqor Ph
02.2021 - Current
Sales Associate Specialist
VXI Global Holdings
02.2020 - 02.2022
Customer Service Specialist
T-Mobile
01.2018 - 02.2023
Customer-service-representative
Convergys, AT&T
01.2017 - 02.2020
Bachelor of Science - Accountancy
University of Manila