Janeth Donabelle Arcayos
(- |-|
Experience
12 years of total experience
Jul 2022 - Present
(7 months)
Regional Distribution Account Manager - Virtual Assistant
Karst | Central Visayas, Philippines
Industry
Retail / Merchandise
Specialization
Sales - Retail/General
Role
Management
Position Level
Manager
As Regional Distribution Account Manager, I am in charge of:
- Managing key distribution accounts in the B2C wholesale channel globally
- Account management of wholesale and B2B (promotional) clients
- Inbound sales lead management - phone and email support
- Liaising with printing partners to complete custom projects for B2B clients and liaising with the
team to move stock from the warehouse to the printer and from the printer to the end customer
- Fulfilling orders from key distribution accounts in the B2C wholesale channel globally (US, EMEA, APAC)
- Support and take ownership of business continuity or improvement plans
- Keep records of client transactions
- Work closely with the Head of Sales and Marketing to develop promotional strategies and annual plans to achieve increased brand exposure and incremental sales with retailers and forecasting
Jan 2021 - Jul 2022
(1 year 7 months)
Inside Sales Representative
Northern Lights Technology Development | Central Visayas, Philippines
Industry
Advertising / Marketing / Promotion / PR
Specialization
Sales - Telesales/Telemarketing
Role
Telesales Executive/Account Manager
Position Level
Junior Executive
•Still provides Customer Service support (voice, email, chat)
•Inbound and Outbound sales call
•Hit a certain value of quota in USD$ depending on the forecast
•Order Fulfillment - phone, email, chat, PO, fax orders and mail orders
•Track Order Status
•Product Inquiry
•Product Inventory
•Returns and Refunds
•Quotes
•Upsell
•Source vendors
•Virtual Proof requests and revisions of custom imprint
• Account management for long-term customers
Aug 2019 - Dec 2020
(1 year 5 months)
Customer Service Representative
Northern Lights Technology Development | Central Visayas, Philippines
Industry
Advertising / Marketing / Promotion / PR
Specialization
Customer Service
Role
Customer Service - General
Position Level
Junior Executive
Handles the following tasks:
Answers inbound calls for any order-related inquiries
Order Entry / Order Fulfilment via call, email, chat, and Purchase Orders
Email customer service support
Track orders status
Check product inventory
Follow-up order Hold notes
Data entry
Creates quote order
Offers to upsell
Handles shipment claims i.e. lost or damaged package
Handles reprints and credit/refund requests due to shipment claims or company and customer error
Feb 2018 - Jan 2020
(2 years)
Licensed Financial Advisor (Part-Time)
Pru Life UK | Central Visayas, Philippines
Industry
Insurance
Specialization
Banking/Financial Services
Role
Financial Planning/Wealth Management
Position Level
Junior Executive
Utilize financial services to evaluate and recommend plans to clients or businesses based on their needs.
Assess the financial needs of individuals and help them with investments.
Help clients plan for short-term and long-term goals, such as education expenses and retirement.
Recommend investments to match the client's goals.
Apr 2019 - Jun 2019
(3 months)
Senior Winback Lead Customer Advocate
411 BPO | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Telesales/Telemarketing
Role
Telesales Executive/Account Manager
Position Level
Senior Executive
Senior Winback Lead Customer Advocate - Winback Department - 411 BPO - 411 Locals | SEO (US)
Calls cancelled account of business clients and restore or reinstate back their account/s (Google Advertising)
By restoring or reinstating their account/s a certain guideline is followed. Account cancelled with outstanding balance (this is when we collect a certain percentage from the balance), and account cancelled with no balance (this is when we can offer a discount)
Help business clients to improve their services with us and make sure that all past issues are addressed to maintain a good payability percentage
Offers business clients the to expand their business (opening a new account is equivalent to a new deal)
Offers business clients some Add Ons to their existing account(upsell)
Address business clients’ concerns about the technicalities of their accounts (Google)
Acts as customer service/retention/sales; all at the same time.
Nov 2018 - Mar 2019
(5 months)
Team Leader
411 BPO | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Telesales/Telemarketing
Role
Supervisor/Team Lead
Position Level
Senior Executive
TEAM LEAD - Winback Department - 411 BPO - 411 Locals | SEO (US)
Initiate “Morning Huddles” to set a goal for the day/week for the team
Collaborate with the team to develop and apply different approaches to Sales Techniques
Hold daily meetings within the shift to do activities, like Fastball, to enhance Objection Handling Scenarios
Provide coaching sessions, and timely and structured feedback when fixing or working on an account with Misrepresentation
Collaborate w/ Account Manager to develop goals, action plans, and objectives to achieve the team’s weekly and monthly target
Hold regular quality meetings w/ the team indicating top-quality issues and how to avoid such issues or how to address them in real-time
Take over Supervisory/Managerial calls when necessary
Holds regular refresher of guidelines that will involve our department to make sure that the team is following the process
Maintain technical knowledge of processes, paperwork, records of account, and guidelines for all the departments of the company
Manage agents with regard to matters like serving memos, sanctions, uploading schedules, processing agent-specific documents
Coach and Mentor agents with regard to agent-specific concerns on performance, training, and career development
Manage team financials given the targets set by the Account Manager through account metrics like Talk Time, No. of dialed calls goals, calls logged, no. of deals, and others
Conduct PEP sessions every week or more frequently with agents
Provide accurate, timely, and structured feedback to the agents on agents’ WTD/MTD performance, behaviors during a call, and personal factors that may affect the agents’ performance as a whole
Provides in-depth analysis on day-to-day operations and determines root cause analysis on factors affecting their performance and metrics. Map out specific action plans to continually improve their performance like Side by Side, Call Takeovers, Daily Coaching, Call Listening and etc.
Oct 2018 - Nov 2018
(2 months)
Subject Matter Expert
411 BPO | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Telesales/Telemarketing
Role
Sales Support Coordinator
Position Level
Senior Executive
Subject Matter Expert - Winback Department - 411 BPO - 411 Locals | SEO (US)
Calls business customers to correct and work on accounts with business misrepresentation (Misrep)
Provide coaching sessions, and timely and structured feedback when fixing or working on an account with Misrepresentation
Collaborate w/ Account Manager and TLs to develop goals, action plans, and objectives to decrease the percentage of misrepresentation (Misrep)
Provide accurate, timely, and structured feedback to the agents and respected TLs as to their agents’ behaviors and repeat offenders of such misrepresentation (Misrep)
Hold regular quality meetings w/the management team indicating top-quality issues and how to avoid or address such issues in real time if an agent is on call
Take over Supervisory/Managerial calls if TL is not available
Mar 2018 - Oct 2018
(8 months)
Quality Assurance Analyst
411 BPO | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Advertising/Media Planning
Role
Management
Position Level
Senior Executive
QAA - Winback Department - 411 BPO - 411 Locals | SEO (US)
Captures call/email monitor trends and analysis for the team
Accomplish any QA reports required by the QA Team Lead or Winback Ops Managers or Winback Director
Maintain technical knowledge of processes, paperwork, and records of account
Achieves monthly & weekly monitoring goals in accordance w/ client specified goals
Provide accurate, timely, and structured feedback to the agents and respected TLs as to their agents’ behaviors
Hold regular quality meetings w/the management team indicating top-quality issues
Collaborate with account Director, Managers, TLs, and SME to develop goals, action plans, and objectives
Ensure corrective actions are taken in a timely manner to address quality problems
Ensure monitoring calibration sessions are held as required and necessary
Provide correlation analysis on customer satisfaction and other quality data especially when it is an Escalation call
Provide close-loop coordination & feedback w/ Training team
Dec 2016 - Jan 2018
(1 year 2 months)
Senior Customer Service Consultant
Telstra / Teletech | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
Junior Executive
Telstra by Teletech - Foxtel (Entertainment Providers)
Receives inbound calls from Australia-based customers and addresses their concerns about:
-signing up as a new customer
-bundle-type inquiries and offers upsell
-add/remove channel
-billing inquiries and disputes
-accounts change of ownership
-bundle upgrade/downgrade
-setting up an appointment with a technician
-canceling their subscription (Account Retention)
Jun 2015 - Feb 2016
(9 months)
Sales Closer | Team Lead
Alliance Central Solutions | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Telesales/Telemarketing
Role
Supervisor/Team Lead
Position Level
Junior Executive
Monitronics is also known as Brinks Home Security | Alarm Systems (US)
TEAM LEADER
Handles a team with 6 sales openers (pre-qualifiers)
Initiate strategies in approaching a prospect by doing Objection Handling Scenarios with the team to address early-call objections
Sets a target or quota for each sales opener (transferred calls)
Sets a target or quote for the team (closed deals by the team)
Ensure monitoring calibration sessions are held as required and necessary
SALES CLOSER
Takes over the call pre-qualified by sales openers to close a deal with the customer
Gives real-time feedback to each sales opener when necessary (valid or invalid call transferred)
Creates pipeline prospects
Mar 2014 - May 2014
(3 months)
Mortgage Account Analyst
Firstsource Solutions Ltd. | Lloyds Bank | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Banking/Financial Services
Role
Loan/Mortgage
Position Level
Junior Executive
Receives inbound calls UK based customers and addresses their concerns about:
-mortgage account/s
-posted payments
-amortization and arrears inquiries
-reconstruct amortization and arrears
-eligibility for a new mortgage loan
Jul 2011 - Aug 2013
(2 years 2 months)
Operations Executive Specialist
Aegis People Support | JP Morgan Chase Retail | Central Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Banking/Financial Services
Role
Retail Banking/Branch Operation
Position Level
Junior Executive
Retail Banking Department
Receives inbound calls from US-based customers and addresses their concerns about:
-balance inquiries
-accounts transactions inquiries
-account requests or maintenance (order checkbook)
-online access troubleshooting
-file a claim for fraud
-process credit card or mortgage payments
-process bank-to-bank or wire transfers
-report card lost or damaged
-flag account for international travel
Education
2012
Cebu Institute of Technology University
Bachelor's Degree in Business Studies/Administration/Management | Philippines
Major
Office Administration
Grade
Incomplete
2011
St. Theresa's College
Bachelor's Degree in Education/Teaching/Training | Philippines
Major
Special Education
Grade
Incomplete
Skills
Advanced
Customer Service Skills, Sales And Marketing Skills, Billing, Data Entry, Customer Management
Intermediate
Project Management, Administrative Support, Retail Banking, E-Commerce, Account Management
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
English (Primary)
10 10
Filipino
10 10
Jobstreet English Language Assessment (JELA)
Date Taken
7 Apr 2020
Score
36/40
