Aileen Lara

AILEEN L. LARA 28 – D San Pedro St. Plainview Subdivision,Mandaluyong City Telephone # - Mobile:- E-Mail:-Skype ID: Aileen Landingin Lara Objective To share and apply my knowledge with regard to my own field of expertise and at the same time learn what is needed to improve my craft in order to be a more productive member of this company. To obtain a position in any field that would best fit my qualifications and to further develop my talents and skills for continuous career improvement. Work Experience Feb 9, 2017- May 2017 Social Media Content Coordinator Preen.Me Manage social media marketing campaigns and day-to-day activities including the development of relevant content topics to reach the company’s target customers. -Create, curate, and manage all published content (images, video and written). -Implement a social media strategy to increase overall reach and brand awareness. Promote active campaigns, engage the public and increase online presence. July 11, 2016 up to present CustomerService Representative-Emails only. (Contract onhold) Activefigure.com - Solving All customer services issues - Tracking and following up on orders and delivery issues - Filing Claims with shipping companies - Reprocessing Orders - Feedback revisions and initiating contact with customers who feel their problems were not solved completely. - Authorizing and submitting customer returns September 7, 2015 up to January 24, 2016Customer Delight Specialist Live chat and Email. Balsam Hill Effectively answer customer service emails and live chats to address product and service questions, day in and day out – withthe goal of making our customers feel valued and heard with each interaction. Deliver excellent customer service across different brands by meeting various Service Level Agreements and Key Performance Indicators. Communicate with various colleagues and managers to ensure customer issues are resolved appropriately. Understandcompanypolicies/procedures and know when to escalate customer service related issues. Ensure that all orders are updated in the back-end system as required. Deliver tasks/projects assigned by the Supervisor or Manager. June 2010 – Oct. 2013Quality Assurance/Performance Assessment Specialist West Contact Services Inc. Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees Jan 2009 - May 2010 Customer Solutions Officer (Inbound) Citigroup Primarily responsible in assisting and answering customer queries regarding their credit card account, process dispute, reports, documentation, sells balance transfers and other products compliantly. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely manner. April 2005-Dec 2008 Financial Services Representative (Inbound) West Contact Services Inc CHASE Primarily responsible for processing credit card applications and answer customer queries. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely manner. Oct 2004- March 2005 Customer Service Representative (Inbound) QuinteractionInc Responsible for handling calls regarding various products. Process customer orders in a timely and accurate manner. Customer Service Representative (Outbound) QuinteractionInc Assigned to perform courtesy calls to welcome and educate new customers in terms of features and essential details about the product. Enter customer orders and returns in a timely and accurate manner adhering to department policies, procedures, and guidelines; assist team members in researching customer order status, shipping status and other order or return duties, as needed; provide clerical support to assigned site including processing incoming and outgoing mail, and copying material in an accurate and timely manner; establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided. Skills and Talents Knowledge Basic fundamentals of effective training Departmental operating procedures and policies Customer service principles and practices English usage, spelling, grammar and punctuation Motivational training techniques Principles and practices of telemarketing Skills and Abilities Excellent verbal and written communication skills Handle multiple concurrent tasks Analyze problems, identify alternative solutions Work independently in the absence of immediate supervision Establish and maintain cooperative working relationships Evaluate training effectiveness Work varied schedules, as assigned Ability to develop and maintain strong relationships and teamwork with co-workers EducationalBackground TertiaryUNITED SCHOOL OF SCIENCE AND TECHNOLOGY Bachelor of Arts in Mass Communication TRITC Bldg, TarlacCity 2000 – 2004 Character References available upon request.