TESSA MARE ANONUEVO

• Secured quality appointments, directly contributing to monthly sales targets.
• Scheduled appointments for sales representatives, maximizing their time and enhancing productivity.
• Identified customer needs through effective questioning, aligning services to improve client satisfaction.
• Analyzed call log data to identify trends, guiding strategies for more effective appointment setting.
• Adhered to company scripts to cover key points and overcome objections.
• Analyzed call log data to identify trends, informing strategies for improved appointment setting.
• Prioritized tasks effectively, managing multiple calendars without scheduling conflicts.
• Manager over 110 outbound calls every day.

• Analyzed insurance claims to ensure compliance with regulations and company policies.
• Implemented process improvements to streamline claims processing workflows, enhancing turnaround times.
• Mentored junior staff on best practices for handling complex insurance inquiries and improving customer service.
• Developed training materials to improve team knowledge on policy updates and industry changes.
• Receiving 100 inbound calls every day depending on the season.

• Resolved complex customer complaints, rebuilding trust in banking services and enhancing customer loyalty.
• Assisted customers with everyday banking needs, including accounts, cards, and payments, ensuring satisfaction and a seamless banking experience.
• Analyzed business principles and best practices to highlight their impact on banking operations and customer engagement.
• Everyday banking is queueing and i am receiving more than 150 calls everyday.

• Coached, counseled, and disciplined employees to enhance performance; planned and monitored progress, appraised performance, and conducted training while implementing and enforcing systems, policies, and procedures.
• Established and enforced organizational safety standards, ensuring compliance with legal regulations and promoting a healthy work environment.
• Issued clear instructions to staff to facilitate production goals. to achieve production output.
• Upheld high standards of cleanliness in the workplace to promote safety. of cleanliness and organization in the workplace.
• Addressed customer complaints promptly to enhance satisfaction, turning negative experiences into positive outcomes.
• Mentored staff, fostering skill development and promoting a culture of continuous improvement.
• Doing live monitoring and side-by-side coaching ( 30 everyday )

• Achieved certification in smartphone sales to deepen product knowledge and elevate customer support.
• Sold and serviced data and voice services, improving customer engagement and satisfaction.
• Communicated effectively with customers to address inquiries and enhance their service experience.
• Resolved account disputes, fostering customer loyalty and enhancing retention rates.
• Getting 80 to 100 calls depending on the season.

• Coached, counseled, and disciplined employees; planned, monitored, and appraised job results; conducted training; implemented and enforced systems, policies, and procedures to enhance staff performance.
• Recruited, selected, oriented, and trained employees, fostering personal growth and improving team capabilities.
• Monitored safety protocols to ensure compliance.
• Managed to visit partnered BPO like Telus, vxi.

• Led team of 15 to 20 agents to consistently meet account-specific metrics.
• Coached agents on performance metrics to increase accountability and improve results.
• Resolved escalated calls effectively, ensuring customer satisfaction and retention.
• Trained team members on product knowledge to improve service delivery quality.

• Managed calls from customers considering switching providers, presenting tailored options to retain their business.
• Responded to customer inquiries regarding account details, providing accurate information to resolve concerns.
• Explained account fees and charges during inquiries, fostering customer understanding and building trust.
• Receiving 50 to 70 calls every day.

Major IN MAPE - Music Art and Physical Education.