Roy Andrew Raminez, Customer Experience | Cloud Computing and SaaS Customer Service | Seeking Part-Time VA Jobs

About

I'm a customer service professional with over 9 years of experience. I handled various customer support channels from Phone, Email, and Live Chat. Line of Business that I handled: * Billing and Payment Processing * Technical Support * Social Media Content Moderator (Online Dating Site) I have a strong familiarity with the following tools: * Salesforce (Ticketing Tool) * Google Business Suite ( Docs, Spreadsheets, Drive, Slide) * Microsoft Office * Jira (Bug report Ticketing tool) Areas of Expertise: * Customer Satisfaction (CSAT) * Customer Experience (CES) * Root-Cause Analysis * Problem Solving * Technical Support * Chat & Email Etiquettes I'm also a quick learner, a highly organized, and detailed oriented person with a proven process of how to manage multiple tasks at once, and have experience utilizing CRM tools. You may also refer to this link for my updated CV/Resume:

https://bit.ly/3IjvbR2

Experience

Telus International Philippines

Oct 2018 – Present

Taguig, Metro Manila

Operations CSR III

World Largest Search Engine | Cloud Services | Billing - Answering incoming chat and emails for billing and payment inquiries from the customer. - Help the customers set up and manage their account, organization. - Maintain customer relationships by responding timely and accurately to both internal (company) and external (vendor directly) questions and requests relating to billing inquiries or requests. - Coordinate and liaison with internal teams and specialists to help customers achieve support outcomes.

Gracall International MNL

Feb 2015 – May 2018

Taguig, Metro Manila

Customer Service Representative

Online Dating Site | Billing & Tech Support - Address customer inquiries via phone, email & live chat for payment and subscription inquiries, processing credits & refunds. - Help the customer troubleshoot their account and website issues. - Keep records of customer interactions. - Handles customer complaints towards other members or abuse. - Perform outbound calls for abuse escalated concerns. - Reviewed customers' uploaded, photos & videos, profiles, comments to their profiles, blogs, and group to ensure that it is aligned with the website terms of service. Ad-hoc duties I performed: - Acting as a point person in charge for the team during the Team Leader's or SME's absence. - Assist the SME's managing the team and queues during the Team Leader's or SME's absence. - Assisting the Team Leader and SME's mentoring/coaching and training the newly hired team members. - Supporting the team during the operations.

Gracall International MNL

Nov 2013 – Feb 2015

Taguig, Metro Manila

Outbound Sales Representative

Credit Card Services | Telemarketer | Local Campaign - Involved in making telephone calls to generate prospective clients to maintain and grow the accounts. - Responsible for maintaining sustainable records of quotas. - Contact prospect customers to offer the products and services.

Education

Polytechnic University of the Philippines | Open University Program

Jun 2016 – Present

Bachelor of Science , Entrepreneurship

Roy Andrew Raminez

Customer Experience | Cloud Computing and SaaS Customer Service | Seeking Part-Time VA Jobs

Skills

Languages