Arnie Francisco

PROJECT MANAGER ARNIE FRANCISCO PHONE: - Email:- SUMMARY EDUCATION Experienced professional in outbound sales, specializing in lead generation, appointment setting, and client relations. Proven in project management with a strong track record in customer service. Seeking a Project Manager role to leverage expertise in outbound sales, project management, and deliver exceptional customer service. BS BUSINESS ADMINISTRATION CENTRAL LUZON STATE UNIVERSITY - PHILIPPINES,- - Major in Management -Certified Civil Service Passer – Professional – 80.44% Civil Service Commission SKILLS TOOLS ESSENTIALS SKILLS -Customer Service Excellence -Outbound Sales -Account Management -Inbound Call Handling -New Customer Onboarding -Client Relations & Project Management -Data Entry and Reporting -CRM Systems (NetSuite, Zendesk, MS Dynamics) -Sales Engagement Platforms (VanillaSoft, PhoneBurner, Salesforce) -Scheduling/Meeting Platforms (Calendly,Zoom,Teams) -Cloud Phone Systems (Zoom, CMV, Nextiva, Vonage, Webex, NobelBiz) -Google Workspace & Microsoft Suite - Customer Service - Verbal & Written Communication - Attention to Detail - Organizational Skills - Technical Proficiency - Problem Sensitivity - Task Ownership JOB EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE (Remote) LEADING EDGE CONNECTIONS, LLC/ TAMPA, FL / MAY 2023 – OCT 2023 Ecommerce Accts Answered customer calls for online retail orders and food and beverage products using NetSuite and MS Dynamics Finance software and Nobel Biz Phone. Orchestrated seamless customer experiences by entering purchase orders through NetSuite, efficiently enrolling first-time customers, and providing expert guidance on product selections. Communicated vital information to customers such as shipping schedule and ETA, ensuring they were well-informed about their orders, promoted products on sale, while meticulously updating contact details for precision in payment processing. Promptly addressing issues, including creating tickets for members who experienced non-receipt or product thawing upon delivery and coordinate the escalation to the Supervisor to handle each request with urgency. Leveraged MS Dynamics Finance to facilitate invoicing and collaborated with shipping carriers such as FEDEX and UPS to secure return shipping labels for customers. Conducted meticulous data entry to rectify instances of customer-entered incorrect shipping details, ensuring accuracy in the fulfillment process. Additionally, assisted customers in checking inventory status prior to order placement. Advised customers on return shipping procedures, dispatched detailed return shipping instructions via email, and liaised with Level 3 to ensure items were returned to the fulfillment center for requested exchanges and refunds. Guided customers seamlessly through the entire online order process, providing support from order placement on the website, answered product inquiry to tracking order status using UPS and FEDEX delivery options. Insurance Account Responded to customer inquiries via InContact and Webex, delivering comprehensive education on insurance benefits encompassing Home, Health, and Auto coverages. Collaborated with the Dispatch team to promptly assist members requiring emergency services. Utilized utilization of MS Dynamics Power Sales CRM to facilitate onboarding of new customers, actively supported membership renewals, and provided assistance in updating payment methods on file. Executed efficient communication strategies by sending claim documents through email and mail, utilizing the Twilio Texting tool to provide links via text messages. Implemented targeted retention strategies to proactively address customer concerns, ultimately preventing cancellations and preserving membership engagement. Provided top-notch customer support by addressing queries, concerns, and technical issues through the Zendesk platform via email. OPERATIONS MANAGER (Remote) CHANGE3 ENTERPRISES LLC/ SCOTTSDALE, AZ / JAN 2020 – JUL 2022 Expertly managed client interactions, serving as the primary contact and resource for webinars. Utilized meeting platforms such as Teams, Zoom, and RingCentral for seamless execution and engagement. Led transformative project management initiatives, resulting in the successful transition to new CRM platforms and VoIP phone systems. Delivered detailed proposals encompassing budgets, cost analyses, and functionality assessments. Collaborated with clients to proactively address and resolve account-related issues, working closely with management and sales agents to implement strategic solutions. Delivered meticulous account maintenance and optimizations, producing in-depth reports on a regular basis to measure the performance and effectiveness of lead generation campaigns. Facilitated regular team meetings, fostering a collaborative environment and encouraging knowledge-sharing among sales agents. PROJECT MANAGER ARNIE FRANCISCO PHONE: - Email:- OPERATIONS ADMINISTRATOR(Remote) CHANGE3 ENTERPRISES LLC/ SCOTTSDALE, AZ / MAR 2018 – JAN 2020 Contributed to the selection, onboarding, and training of new employees, bringing a strong account management perspective to the process. Involved in various data management tasks, including analyzing targeting and demographics before uploading to VanillaSoft CRM to ensure accurate reporting to clients before launching new account support campaigns. Provided essential system support for Vanillasoft CRM and administered VoIP phones, ensuring optimal functionality to support account management efforts. Produced detailed payroll reports and weekly performance reports, providing comprehensive insights into both employee compensation and ongoing operational performance. Offered continuous administrative assistance to our operations function, ensuring smooth workflow and efficient processes. Provided regular reports to the company owner, offering insights and updates on operational activities. Managed quality control calls and delivered coaching sessions to sales agents, fostering continuous improvement and enhancing performance standards. COLD CALLER - B2B (Remote) CHANGE3 ENTERPRISES LLC/ SCOTTSDALE, AZ / SEP 2017 – MAR 2018 Initiated cold outreach to targeted prospects in the US, effectively articulating our value proposition to decision-makers and qualifying them for potential sales opportunities. Scheduled appointments for the sales team to meet with potential clients. Successfully met and exceeded quotas for qualified leads through strategic prospecting efforts. Logged sales activities and keep up-to-date notes on all prospects and tracked progress in CRM and lead management system OPERATIONS MANAGER (Remote) SALESSTAFF LLC/ HOUSTON, TX / APRIL 2015 – JUL 2017 Coordinated with the US Executive Team to implement new processes necessary for the team to achieve greater results. Handled team complaints and feedback, providing resolutions. Managed supervisors in facilitating their administrative tasks. Provided campaign training (Lead Generation & Appointment Setting) and coaching. Monitored live calls to identify strengths and weaknesses of ISRs. Created revenue opportunities for our clients, who were B2B companies in industries such as technology software/hardware, financial services, healthcare, and logistics. Created payroll reports. COLD CALLER -B2B (Remote) SALESSTAFF LLC/ HOUSTON, TX / FEB 2014 – APR 2015 Made high volume of outbound B2B calls daily. Works within defined key performance indicators and process qualified opportunities using internal provisioning systems. Overcome prospect objections by utilizing product knowledge and negotiating skills. Identify decision makers and gain business intelligence through professional conversations. Work with our production team to achieve campaign objectives and qualification parameters. CUSTOMER SUPPORT REPRESENTATIVE (Office Based) SUTHERLAND GLOBAL SERVICE LIMITED/ MAKATI, PHILIPPINES / JUL 2011 – DEC 2011 Answered inbound calls and assisted customers with specific inquiries. Updated the existing databases with changes and the status of each customer/prospective customer. Completed call logs and reports; researched billing issues, researched misapplied payments. Alerted the supervisor of trends in customer calls and recommended process improvements. CUSTOMER SUPPORT REPRESENTATIVE (Office Based) EPERFORMAX CONTACT CENTERS & BPO/ MAKATI, PHILIPPINES / APR 2009 – JUN 2011 Answered phones and responded to customer requests, offering products and placing customer orders in the computer system. Provided customers with comprehensive product and service information. Identified, researched, and resolved customer issues using the computer system, ensuring timely follow-up on inquiries not immediately resolved. Reviewed customer complaints and actively sought possible solutions. Furnished information to customers regarding their concerns, recording and encoding the provided information. Delivered step-by-step instructions to customers, such as guiding them through the process of listing an item online.