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Shaina Ricafrente

Dedicated Virtual Assistant | Providing Exceptional Service

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Antipolo City, Philippines
Joined January 22, 2025

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English
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About
I’m Shaina Ricafrente, and I have over 2 years of experience working as a call center agent. My journey began as a chat support specialist, managing job applicants, inquiries and scheduling interviews. I then advanced to a voice account role, where I quickly learned the importance of empathy and active listening in resolving customer concerns. Every week, I receive approximately thousands of phone calls in which we meet our team's sales targets. In addition, I work for Medicare as a quality analyst, evaluating and reviewing calls for quality control. I also work as a Research Analyst where we connect top professionals with industry experts. Furthermore, I worked as a Record Retrieval Specialist where we retrieve records that were requested by law firms for specific patients. Throughout my career, I’ve developed strong skills in customer service, problem-solving, and communication. In this job, I handled a high volume of calls, assisting customers with a variety of issues. I consistently met and exceeded performance targets, including achieving a 95% customer satisfaction rate through efficient problem-solving and clear communication. Over the year that I have worked in various roles, I have gained a well-rounded understanding of the industry. My ability to remain calm under pressure, coupled with my dedication to providing exceptional service, has consistently resulted in high customer satisfaction ratings and a positive work environment. During calls, I'd need to handle objections professionally and maintain a positive attitude, even if the customer was initially resistant. Effective techniques include clearly presenting the benefits of the offer, addressing any concerns the customer might have, and following up as needed to close sales or gather feedback. These experiences highlight the importance of persuasive communication, resilience, and adaptability in successfully engaging with customers and achieving call center goals. Thank you.