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taguig, philippines
It's currently 1:23 PM here
Joined November 11, 2014
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Wilfredo B.
@wilfredobierenjr
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taguig, philippines
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Customer Support Executive, Virtual Assistant, Data Entry and Management, List Researcher
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Experience
Customer Support Teammate
Aug 2015 - Aug 2016 (1 year)
Duties and Responsibilities
Perform high standard customer support through email, chat and calls by addressing their concerns in a professional manner.
Coordinate with technical specialists for technical issues such as App crash, software updates, device compatibility and other technical problems that may encounter by the customers.
Coordinate billing related and shipment issues with advocates.
Ensure to respond to tickets within 24 hour window.
Demand Generation Associate
Nov 2014 - Mar 2015 (4 months, 1 day)
Project Duties and Responsibilities
Promote white paper through campaign cold-calling.
Assisting the clients to download the file from Paperpicks website.
Maintain qualified leads monthly.
Provide insights of the clients to the business development team.
Maintain daily report (lead tracking, client feedback and voice logs).
Customer Support Executive
Aug 2010 - Mar 2014 (3 years, 7 months)
• Managing, escalating, providing technical support for online users and resolving client queries and issues by phone, email or through remote access tools in the agreed turnaround time.
• Attend to client’s queries regarding missing magazine subscriptions.
• Coordinate with freight forwarders (DHL, UPS etc.) for urgent delivery request.
• Do label run on a weekly basis, ensure that all clients have their hard copies delivered on time.
• Maintain client’s information in CRM.
• Provide entitlements for online subscribers.
• Ensure that all pending tasks/queries are resolved as according to agreed turnaround time (i.e 5-10 min – simple queries, 15-30 min – complex queries, 35-40 min for escalation queries).
• Attend to client’s queries about subscription rates and escalate it to the sales counterparts.
• Maintain a good relationship with client’s by building loyalty, understanding their needs and how we can help them achieve their business goals.
Education
Bachelor of Science in Information Technology
(4 years)
Qualifications
Email Writing and Telephone Assertiveness
Guthrie-Jensen Consultants Inc.
2008
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