CHERRY MAE ENCILAY SANTOS
- |-| The Philippines
A graduate in Business Management who always expands experiences and knowledge. I am a motivated, detail- oriented, organized and
goal-oriented individual.
Work Experiences
Immigrate Software - Saskatchewan, Canada (Remote)
Jun 2022 - Dec 2023
Customer Service Representative/Processing Officer/Sales Development Representative
Solves labor shortages by helping Canadian employers and international workers navigate the complexities of immigration with ease.
●
Diligently followed up on initial and final payments for purchased applications, ensuring timely processing and facilitating
seamless transactions to meet client needs and maintain financial integrity.
●
Managed inbound and outbound calls through Zoom, discussing visa and residency application packages including
payment terms
●
Proficient in utilizing CRM tools such as Zoho, Zoho Desk, and Client Portal to manage customer relationships,
track interactions, and streamline communication for enhanced client satisfaction and efficient workflow management.
●
Proficient in managing schedules and appointments using Google Calendar to coordinate meetings, events,
and deadlines effectively.
●
Managed email communications proficiently using Gmail, including composing, organizing, and responding to messages to
ensure efficient communication and timely responses.
●
Proactively contacted potential clients via phone calls to initiate discussions and schedule appointments for consultations
with immigration consultants, demonstrating strong communication skills and a proactive approach to client acquisition.
●
Provided timely application status updates to job candidates as needed, fostering transparency and maintaining positive
candidate experiences throughout the recruitment process.
●
Effectively managed live chat interactions and ticket inquiries using Zoho Desk/Sales IQ, ensuring prompt resolution
of customer queries and maintaining high standards of customer support and satisfaction.
●
●
Sourced potential leads via Facebook, Instagram, and Twitter.
Performed basic troubleshooting for portal issues and guided users on creating accounts.
24-7 Intouch Philippines - The Philippines
Nov 2021 - Apr 2022
Customer Service Representative - Sales
●
●
●
●
●
Monitored orders made via an e-commerce platform.
Liaised with couriers to provide customers with estimated time of arrival (ETA) updates for their orders.
Managed order cancellations and facilitated refunds as necessary.
Assisted customers by placing orders on their behalf.
Presented customers with information about additional products, limited-time offers, subscription options, add-ons,
and protection plans to enhance their shopping experience.
Concentrix Daksh Services Philippines Corporation - The Philippines
Jun 2020 - Nov 2021
Customer Service Representative/Customer Advisor
●
●
●
●
Managed inbound and outbound calls using Avaya softphone.
Responded to customer inquiries promptly via email.
Processed refunds when required.
Conducted outbound calls to insurance companies to gather insurance claims information for medical billing reimbursement.
Diamond Motor Corporation - The Philippines
Sales Department Secretary
●
●
●
●
Produced sales reports.
Prepared and maintained sales invoices.
Marketed and sold car spare parts to clients.
Organized schedules for department managers.
Sep 2019 - May 2020
Teletech Customer Care Management, Inc - The Philippines
Aug 2018 - Sep 2019
Customer Service Representative II
●
●
●
Managed inbound and outbound calls using a softphone (Five 9)
Placed and tracked orders through Salesforce
Addressed customer concerns via live chat and email using Omni Channel
Aspire Global Solutions - The Philippines
May 2017 - Aug 2018
Sourcing Specialist/Junior Advertiser
●
●
●
Pooling of possible candidates through job portals such as Jobstreet, Indeed, Monster, Jora and Linked In
Advertising job positions through social media and job portals
Basic photo editing to advertise job vacancies and to entice job seekers to apply
Pag-IBIG Fund - The Philippines
Oct 2016 - Jan 2017
Internship - Short Loan Accounting Department Intern
The Home Development Mutual Fund also known as PAG-IBIG FUND is a Philippine Government-controlled corporation that provides
affordable shelter through financing and other national saving programs in the Philippines.
●
●
●
Completed assigned tasks under supervision
Handled clerical duties
Organized and filed invoices
Education Level
Jose Rizal University - The Philippines
Jun 2013 - Mar 2017
Bachelor Degree in Business Administration Major in Management
●
●
Engaged actively in extracurricular activities
Held a leadership position as a student governing body officer
Professional Skills
Skills: Customer Service, Customer Support, Collections, Admin Tasks, Appointment Setting, Time Management, Email Management,
Basic Troubleshooting, Google Workspace, Microsoft Office Suite, CRM Software, Communication Skills (Written and Verbal)
