Sydney Hywell Asence
Summary
Responsible Team Leader and Sales Representative both Livechat and Voice, passionate about delivering outstanding quality and service. Offering 10 years of experience in industry with history of recognition for performance.
Overview
13
13
years of professional experience
Work History
Team Leader LIVECHAT AND VOICE
ProbeCX
03.2019 - 05.2024
- Directed customer service and sales representatives, managing performance, training, and daily operations to ensure service excellence and drive sales growth.
- Evaluated and assessed individual and team performance metrics weekly to identify trends, address skill gaps, and enhance call quality, achieving above 75% customer satisfaction rating at team level, with 83% of team members surpassing target.
- Organises data extracted from Salesforce and showcases it using Microsoft PowerPoint for weekly team meetings and goal-setting sessions for team
- Partnered with Training Team to develop innovative training modules for Sales and ASAT, facilitating a 95% pass rate for new hires.
- Executed training initiatives for updates, processes, and operational changes, targeting 100% completion rate while monitoring progress in Google Sheets and Excel.
- Licensed Coach and Team Meeting Coordinator.
- Resolved complex customer enquiries, disputes and complaints.
Customer Service Representative LIVECHAT AND VOICE
ProbeCX
06.2016 - 02.2019
- Addressed customer service enquires quickly and accurately.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maximised customer satisfaction by resolving service issues promptly.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Customer Service Representative
The Results Company
04.2014 - 03.2015
- Delivered technical support for VoIP and Data services through phone and email communication.
- Facilitates customer service activation, billing enquiries, and sales-related requests.
- Facilitate development of customer handling processes for expedited transactions (AHT) and enhance case closure capability (daily closed case target).
- Assists Operations Manager in generating and analysing performance reports.
Sales and Service Professional
Pennytel Sdn Bhd
01.2012 - 12.2013
- Organises meetings with corporate customers to address issue resolution, action planning, and upselling.
- Formulated strategic approach by analysing customer trends, contributing to 8% revenue growth in VoIP Corp Bundles.
- Delivered technical support for VoIP and Data services through phone and email.
- Facilitates customer service activation, billing enquiries, and sales-related requests.
- Facilitated development of customer handling processes through identification of pain points affecting call duration, resulting in 10% improvement in AHT.
- Facilitates Operations Manager in generating and analysing performance reports.
Facilitator
A Single Drop for Safe Water
06.2011 - 01.2012
- Field investigation and surveyor.
- Facilitates free training sessions for communities regarding water system installations and projects.
- Establishes project timeline and oversees progress.
- Designator discussion facilitator.
- Collaborates with relevant government offices to secure necessary documentation.
- Deliver analytical reports to head of operations.
Education
Bachelor of Arts - Development Communication
Ateneo De Naga University
01.2009
Skills
- Lead generation efforts
- Sales lead management
- Customer Service
- Appointment Setting
- B2B Outreach
- Prospecting
- Salesforce
- Sales Funnel
- CRM
- Chat
- Sales Trends
- Communication
- Facilitation
- Microsoft Teams
- Google Meet
- Skype
- MS Presentation
- Canva
- Leadership
- Goal-driven
- Self-study
- Coaching
- Team Development
Timeline
Team Leader LIVECHAT AND VOICE
ProbeCX
03.2019 - 05.2024
Customer Service Representative LIVECHAT AND VOICE
ProbeCX
06.2016 - 02.2019
Customer Service Representative
The Results Company
04.2014 - 03.2015
Sales and Service Professional
Pennytel Sdn Bhd
01.2012 - 12.2013
Facilitator
A Single Drop for Safe Water
06.2011 - 01.2012
Bachelor of Arts - Development Communication
Ateneo De Naga University
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