rmpascual

- Australia-based startup that offers a blockchain-based fitness app and NFT other products. - Customer concerns and troubleshooting handling through ZenDesk, and Escalation to the Tech Teams through Trello. Key Responsibilities: - Provide exceptional support to our users via email in line with our SLAs. - Log all the data accurately for business continuity. - Communicate effectively with internal and external stakeholders to investigate and resolve the queries in accordance with our guidelines. - Act as a bridge between the users and internal teams, gather all user feedback and share with the related teams to improve user experience. - Escalate queries to the correct team in a timely manner.

My main goal is to keep my Sales Manager, my senior, much more productive. She’s a busy person, always on the road doing meetings and site visits to several schools in Victoria, Australia - which are our main Clients. I assist in any tasks she requests/ instructs via chat or over the phone, such as; Provide help with admin works like filing documents, lead generation, and sending prospects, clients, supplier follow-ups, and updates via email or call. I keep an eye on her work inbox, Team chat box (Google Hangout) including Google Calendar for anything that needs reminding her. Compilation of everything that needs to be actioned in her To-Do List, un-replied emails, event reminders that she needs to book, even chat prompts by other Team members that she can’t attend to the same day. Assist in creating opportunities, basic price quotations to Clients and job raises to the Production Team via Job System by the platform Odoo. I also file documents of her existing jobs and To-Quote jobs in an organized manner into a shared Google Drive. CRM Management: ClickUp and Insightly - adding, deleting, tidying up or updating contact information.

- Managed small number of staffs for physical retail job which included picking and packing of orders, attending to eCommerce and other online orders. - Basic Facebook/Meta Ads Canva Experience

I’ve worked across different Regions in this role - Asia Pacific, Europe, the Middle East and Africa, United States of America and Canada. I call to qualify small to medium enterprises that come in as warm leads and book them for a product demo with a senior colleague as part of the pre-sales process. Company e-mail management is also part of my daily tasks. I keep track of all the emails sent to the company’s general e-mail address and forward each into respective recipients, I also look out for messages left in the general voice mailbox. Have also handled live chats via ZenDesk. Scripted Cold calling is also a skill I was trained for in July 2017. This aims to book cold leads for a future dated or on the spot product demo with our Senior Sales Managers. Platforms I’m familiar with; Slack, SalesForce, ZenDesk, Hoiio/Zoiper, TalkDesk and a bit about HubSpot.

Handled basic account inquiry and payment processing for cardholders of GE Healthcare (a subsidiary of General Electric Co.) in the United States. This involves a redundant type of cycle that strictly revolves around Average Call Handling Time and reading scripts.

I specialized in customer service and retention for Barclays Bank US. Have attended several training sessions about handling sensitive card and credit information of our Clients in order to stay compliant with the US Laws. Dealt with mostly irate customers with disputes about rewards or bad customer service they have experienced. Credit fees adjustment and deals based on their account type are what I offer to prevent these customers from closing their accounts.

Inbound Sales calls and customer service for Sprint Mobile US. Processed new accounts application or mobile device upgrade for both consumers and business plans. Also offered basic troubleshooting and upsell of accessories to plan holders. This role also required handling sensitive card and credit information of clients.