Ma Mercy Pellina
Sharjah
Summary
Enthusiastic customer care executive committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience.
Overview
14
14
years of professional experience
Work History
Customer Care Executive
Betterhomes LLC
Dubai
2022.02 - Current
- Ensure all client calls (inquiries, requests, complains) are attended to as per best customer service practices and qualify standards; follow up with clients on regular basis.
- Identify, research and resolve customer issues/concerns using available information/database; efficiently understand customer's requirements and strive to provide business solutions.
- Adhere to company's policy and procedure for all department processes/transactions including: Inbound calls, Outbound calls, inquiry emails, Data Entry and assigning work orders.
- Maintain customer accounts by recording accurate account information. Follow up on leads registered through various communication channels.
- Tracking and reporting of relevant customer care performance metrics
Senior Customer Care Executive
Sharaf DG LLC
Dubai
2015.04 - 2022.01
- Assist walk-in customer for inquiries on defective electronic devices in-warranty or out of warranty
- Offer solution for products bought within 7 days as per the Return & Exchange Policy
- Arrange stock for online purchase and validate customer details to avoid fraud transactions
- Answer phone inquiry for stock availability and pricing
- Maintain exceptional KPI’s monthly and annually
- Achieved 100% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
Hilton Reservations and Customer Care Specialist Quality Analyst
Serco Global Services Inc
Taguig
2010.04 - 2015.02
- Interact with customers to provide and process information in response to inquiries, concern and requests about hotel services and reservations
- Make hotel reservations by tools provided
- Obtain and evaluate all relevant information to handle inquiries
- Perform customer verification
- Maintain revenue goals weekly, monthly, quarterly and year to date
- Provide excellent quality customer service.
Customer Service Executive
Xerox Company, ACS of
2009.03 - 2010.03
- Answer phone inquiries and respond to customer requests and customer complaints
- Provide customer product and service information
- Perform within the metrics required by both account client and home company
- Complete call logs and reports
- Process request for replacement parts and products
Technical Support Executive
Intelenet Global Services
Taguig
2008.11 - 2009.03
- Answer high volume of calls regarding gaming console issues (hardware)
- Provide specific troubleshooting steps for gaming console (hardware)
- For escalation, transfer customer to supervisor line and explain reason for transfer
- Process in warranty gaming console for repair and provide information for payment for out of warranty gaming console
- Update customer profile
Education
Bachelor of Arts - Business Administration
Carigara College of Fisheries
LeyteHigh School Diploma -
F.G Calderon Integrated School
Manila04.2003
Skills
• Excellent written and oral communication in English.
• Computer Literate (Windows Applications: Word, Excel, PowerPoint, Outlook)
• Typing Skills (60 to 80 words per minute)
• High attention to detail, good time management and multi-tasking skills
Timeline
Customer Care Executive
Betterhomes LLC
2022.02 - Current
Senior Customer Care Executive
Sharaf DG LLC
2015.04 - 2022.01
Hilton Reservations and Customer Care Specialist Quality Analyst
Serco Global Services Inc
2010.04 - 2015.02
Customer Service Executive
Xerox Company, ACS of
2009.03 - 2010.03
Technical Support Executive
Intelenet Global Services
2008.11 - 2009.03
Bachelor of Arts - Business Administration
Carigara College of Fisheries
High School Diploma -
F.G Calderon Integrated School
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