Yainna Lousie Daquiz
San Isidro, Province Of Nueva Ecija,BEN
Summary
Proactive Customer Support Specialist with extensive experience in telco accounts, delivering exceptional service through active listening and empathetic responses. Skilled in managing high-volume inbound calls, resolving complex issues, and boosting sales performance. Expertise in mentoring new agents, technical support, live chat support and achieving high levels of client satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist (Telco Account)
TTEC
Mexico, Province Of Pampanga, Philippines
03.2022 - 10.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Boosted sales performance by developing and implementing effective sales strategies and techniques.
- Assisted in the training of new Chat Agents, sharing best practices and techniques for success.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Account Specialist
Alorica
Clark Freeport Zone Pampanga
11.2020 - 09.2022
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Works to ensure a positive and hassle-free customer experience.
- Established sales goal by forecasting annual sales quotas and projecting expected sales volume for existing and new products.
- Responsible for proactive reaching out to customer, identifying their mobile communication needs and selling products and services to meet or to exceed sales targets while providing exceptional service.
- Mentoring new employees on product and tools knowledge, customer service and organizing strategies.
Education
Bachelor of Science - Marketing Management
Nueva Ecija University of Science And Technology
San Isidro, Province Of Nueva Ecija, Philippines04-2019
Skills
- Call center experience
- Live chat support
- Team Management & Mentoring
- Analytics
- Sales and Marketing Skills
- Technical Support
- Sales and Retention
- Strong Negotiation Skills
- Excellent Communication Skills
- Experienced in inbound and outbound call
Timeline
Customer Support Specialist (Telco Account)
TTEC
03.2022 - 10.2024
Account Specialist
Alorica
11.2020 - 09.2022
Bachelor of Science - Marketing Management
Nueva Ecija University of Science And Technology