Ernie Advincula

Ernie​ ​Advincula Address: 23 ROTC Hunters Tatalon C-17 Q.C. Mobile No- /- Skype: ernie.advincula1 Email:- /-Date of Birth: 7 July, 1983 Objective ● ● To use my skills in the best possible way for achieving the company’s goals and to solve problems in an effective / creative manner in challenging position To enhance my professional skills in a fast paced workplace Core Qualifications ● ● ● ● ● ● ● ● ● 9 years’ of extensive call center representative experience Amenable to work in a high-volume atmosphere Highly competitive Excellent judgment, reasoning and problem solving skills Strong familiarity with product information to inform customers Exceptional skills in logging numbers accurately Outstanding skills in verifying product pricing High creative thinking and customer service skills Superior record of closing telephone sales Work Experience FREELANCE VIRTUAL ASSISTANT - US REAL ESTATE April 20 - Present ● ● ● ● ● ● Cold calling Circle prospecting Lead generation Lead Validation Appointment setting Email Marketing Vocus Communication Customer Service Associate Team Leader March 2014 - April 2017 ● ● ● ● ● ● ● ● Develop technical knowledge and troubleshooting skills of assigned Agents Side-by-side call process observation Provide or facilitate technical talks or training triages as appropriate. Identify training needs and educate agents in areas of technical development Provide weekly team and individual performance report Coaching and mentoring Provide corrective action for consistent low performers Taking escalated calls M2 Telecommunications Tech Support / Customer Service Representative July 2010 – March 2014 ● ● ● ● ● ● ● ● Provide customer assistance in broadband connectivity. Assist subscribers in configuring supplied mode Guiding in arranging their physical connection (from modem to computer to connecting block). Troubleshoots the encountered problem with the caller interaction. Create reports for subscriber trouble history Create ticket report for remote testing Helping subscribers in configuring their e-mail and mobile Provide assistance to customers regarding billing inquiries Go talk Australia Telecom Technical Support Representative / Sales January 2008 – June 2010 ● ● Take ownership of each call from the onset of inbound and outbound calls Do everything in his/her power to ensure that the customer’s needs are met ● ● ● ● ● Follow through on all tasks that have arisen from a call to make sure that the customer has no reason to call back Actively listen to the customer’s needs and be interested in the issues they are calling about, without interrupting the customer Answer specific questions the customer is asking with confidence. If answer is uncertain, be honest and find a solution by following the appropriate escalation procedures Accurately record call logs and efficiently follow up calls as required Convert resolved issues to sales through Up-Selling