Carmen Buenvenida

Ma.Carmen Buenvenida E:-Skype : mcbuenvenida.65 Cel # :- Customer Service Qualifications summary Experienced : Customer service professional with 10 years of customer service/tech support experience in call centers Efficient : Adept at handling various calls on a daily basis while consistently resolving client Issues Skill:​ ​Possess exceptional customer service skills RELEVANT SKILLS Customer Service: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Handle inbound calls; do outbound calls in follow ups Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Contribute to team effort by accomplishing related results as needed Identify and assess customers’ needs to achieve customer satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Keep customers account information secure Assist customers with placement of orders, refunds, replacements Assist customers in updating their account information Inform customer of deals and promotions Compile reports on overall customer satisfaction and feedback. multi-task, prioritize and manage time effectively. Contact sellers and carriers to track customers packages. Technical Skills ▪ ▪ ▪ ▪ ▪ ▪ Basic troubleshooting of devices and apps manufactured by the company. File ticket Assist customers in updating operating system of devices Help customers to connect devices to other compatible electronic equipments Walkthrough customers how to navigate devices and manage their account online Annotate customers account of troubleshooting steps completed for documentation. Communication ▪ ▪ ▪ ▪ ▪ ▪ Good active listening skill Good comprehension skills Speaks good english Straight forwardness Knows how to adjust tone and rate of speech Well organize thoughts TRAINER​ Tasks ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Determine training needs and schedule training sessions Design effective training programs Conduct training programs Train new hire associates for process and customer service. Support and mentor new employees Do training needs analysis (TNA) to identify areas of improvement Monitor employee performance and response to training Generate monthly knowledge test (MKT) for all associates and publish completion reports Publish mailers for updates Process documents (attrition, endorsements,performance) needed to gauge associates status WORK HISTORY ▪ ▪ ▪ ▪ ▪ Dell International Services – Customer Service (2008) APAC -Customer Service (2009) NCO – Sales Representative (2009) IBM- Customer Service & Technical Support (2010) Concentrix - Customer Service & Technical Support (2010 to present) Other Skills: Knows Microsoft Word, Excel, Powerpoint and Photoshop EDUCATION (College) BS Biology (1986) University of Santos Tomas España, Manila, Philippines