Analyn A.Alforque

EDUCATION & CERTIFICATES Analyn A. Alforque CAREER SUMMARY Experienced customer service professional with 7 years in call center, hospitality, and sales. Skilled in handling over 40 calls daily, resolving issues effectively. Fluent in English, offering expertise as a virtual assistant, customer service rep, and technical support. CONTACT-- Zone 6 St. therese Chapel Canitoan Cagayan de Oro city 9000 Skills Account Expertise Sales Expertise Technical Support Virtual Assistance BS IN BUSINESS ADMINISTRATION Major in Financial Management La Salle University- CERTIFICATE OF PROFESSIONAL EDUCATION Capitol University- Cagayan De Oro City TRAINER’S METHODOLOGY Vineyard International Polytechnic College Inc. 2018 BOOKKEEPING NC3 MANNA Millenium Technical School 2018 MASTER IN BUSINESS MANAGEMENT Capitol University 2020 Cagayan De Oro City EXPERIENCE OUTBOUND CALL REPRESENTATIVE GABUCAN DENTAL CLINIC – CALIFORNIA , USA 2017 Making over 40 outbound calls daily to various insurance companies to obtain clients' dental coverage. Entering all relevant details from insurance companies into client profiles. Double-checking client information such as names, addresses, and phone numbers prior to scheduling appointments. Providing guidance to new staff on scheduling appointments, collecting data, and confirming clients' dental eligibility. CUSTOMER SERVICE REPRESENTATIVE ACCOUNT : KOHLS DEPARTMENT STORE – USA TELEPERFORMANCE PHILIPPINES 2018 Assisting customers with their order inquiries. Offering details regarding purchase and payment inquiries. Reviewing customer accounts upon request. Handling order processing for customers. Tracking and adjusting shipments based on customer requests. Providing recommendations on promotions and new products. Addressing concerns related to existing or pending orders. Adhering to communication protocols, guidelines, and policies. Going above and beyond to interact with customers. EXPERIENCE RESERVATION SPECIALIST ACCOUNT : HILTON HOTELS – GLOBAL TELEPERFORMANCE PHILIPPINES 2019 Assist guests with reservations at all Hilton Hotels. Offer suitable solutions to guests' concerns regarding their reservations and inquiries. Maintain records of guest interactions, process customer accounts, and file documents. Address guests' concerns during their stay in a courteous and friendly manner. Communicate with guests wishing to make or cancel hotel reservations. ACCOUNT EXPERT AND TECHNICAL SUPPORT ACCOUNT : T-MOBILE – USA TELEPERFORMANCE PHILIPPINES- Offering effective and prompt solutions to a variety of customer inquiries and issues. Cultivating customer relationships and adding value through efficient account management. Identifying suitable additional products, features, and services, as well as managing overdue balances and processing customer payments via call, IVR, and self-service options. Keeping customer records up-to-date by updating account details. Addressing device, network, and account problems by understanding the customer's concerns and determining the root cause of the issue. Presenting and clarifying the best solution to resolve the problem; ensuring swift corrections or adjustments; and following up to confirm resolution. Conducting troubleshooting for system failures and pinpointing bottlenecks to ensure the network's long-term efficiency. Prioritizing assistance and advanced troubleshooting for service delivery, installations, outages, component-level issues, and other technical challenges.