Tessa Mare Anonuevo
philippines
Summary
Results-driven professional with expertise in customer engagement and appointment scheduling. Leverages persuasive communication and effective relationship management to enhance client interactions and drive sales success. Committed to continuous improvement and skill development within the sales sector.
Overview
18
18
years of professional experience
Work History
Appointment setter/Sales
CC3solutions
BGC
09.2024 - Current
- Secured consistent quality appointments, contributing to achievement of monthly targets.
- Scheduled appointments for sales representatives, maximising their time and enhancing productivity.
- Identified customer needs through effective questioning, aligning services to enhance client satisfaction.
- Analysed call log data to identify trends, informing strategies for improved appointment setting.
- Followed company scripts to cover key points and overcome objections.
- Scheduled phone calls between potential customers and sales representatives.
- Prioritised tasks effectively, managing multiple calendars without scheduling conflicts.
Supervisor
Accenture
Alabang
12.2022 - 04.2023
- Coached, counselled, and disciplined employees to achieve job results; planned, monitored, and appraised performance; conducted training; implemented and enforced systems, policies, and procedures.
- Established and enforced organisational standards to maintain a safe and healthy work environment, ensuring compliance with legal regulations.
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained high standards of cleanliness and organisation in the workplace.
- Gave clear staff instruction to achieve production output.
Banker
Wells Fargo
BGC
03.2022 - 04.2023
- Supported customers with everyday banking needs, including accounts, cards, and payments.
- Explored business principles and best practices to illustrate overall impact on banking.
- Managed and resolved complex customer complaints, restoring trust in banking services.
- Grew and maintained client base to maximise revenue.
- Consulted with clients using preferred channels, maintaining customer satisfaction.
Sales Associate | Telco at&t
CONVERGYS| CONCENTRIX
Alabang
07.2018 - 07.2020
- Sold and serviced data and voice services.
- Achieved certification in smartphone sales to enhance product knowledge and customer support.
- Communicated effectively with customers to address inquiries and enhance their service experience.
- Resolved account disputes, ensuring customer satisfaction and retention.
Supervisor
Uber System INC
BGC
04.2016 - 07.2018
- Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures.
- Recruited, selected, oriented, and trained employees, fostering personal growth opportunities.
- Monitored and enforced safety protocols, ensuring a healthy workplace environment.
Supervisor
C3/Customer Contact Channels
BGC
03.2013 - 04.2016
- Manage a minimum of 5 agents to a maximum of 15 agents within a team ensuring that they meet account specific metrics.
- Coached agents on performance metrics to foster accountability and drive improvement.
- Trained team members on product knowledge to improve service delivery.
- Resolved escalated calls effectively, ensuring customer satisfaction and retention.
Retention Agent for Optus
2/47 Philippines Inc.
Makati
01.2011 - 02.2013
- Responded to customer inquiries regarding account details, ensuring accurate information and support.
- Managed calls from customers considering switching providers, presenting tailored options to retain their business.
- Explained account fees and charges during inquiries, enhancing customer understanding and trust.
Customer Service Agent
Teleperformance
Ortigas
09.2009 - 11.2010
- Clarified fees and charges for customers during consultations to enhance understanding.
- Answered customer inquiries regarding accounts to provide effective support.
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
Customer Service Agent
Teletech
Sta rosa
11.2008 - 09.2009
- Answered customer inquiries regarding accounts to resolve issues and provide support.
- Explained fees and charges to ensure customer understanding and satisfaction.
- Activated prepaid SIM cards at point of sale to facilitate immediate connectivity for customers.
Education
Bachelor in Elementary Education -
DLSU-D
Dasmarinas, Cavite06-2008
Skills
- Sales analytics
- Call management
- Handling objections
- Outbound calls
- Warm and cold calls
- CRM systems
- Salesforce knowledge
- Email management
- Email communication
- Communication techniques
- Business sales
- Customer support
- Scheduling appointments
- Time management
- Monitoring performance
- Employee training
- Coaching
- Team management
- Problem solving
- Conflict Resolution
- Resolving conflicts
- Relationship management
- Active Listening
- Communication
- Persuasive communication
- Adaptability
- Time Management
- CRM systems
- Email communication
- Processing payments
- Persuasive communication
References
- Oscar Mortel, 09558679451, Accenture
- Carmirey Omila, 09286270355, Concentrix
Timeline
Appointment setter/Sales
CC3solutions
09.2024 - Current
Supervisor
Accenture
12.2022 - 04.2023
Banker
Wells Fargo
03.2022 - 04.2023
Sales Associate | Telco at&t
CONVERGYS| CONCENTRIX
07.2018 - 07.2020
Supervisor
Uber System INC
04.2016 - 07.2018
Supervisor
C3/Customer Contact Channels
03.2013 - 04.2016
Retention Agent for Optus
2/47 Philippines Inc.
01.2011 - 02.2013
Customer Service Agent
Teleperformance
09.2009 - 11.2010
Customer Service Agent
Teletech
11.2008 - 09.2009
Bachelor in Elementary Education -
DLSU-D