Farrah Faith Faulyn R. Falsario

FARRAH FAITH FAULYN FALSARIO PRODUCT SUPPORT EXPERT PROFESSIONAL EXPERIENCE --Unit 608 Richmond Bldg., One Spatial Condominium Amang Rodriguez Ave. Brgy Dela Paz, Pasig City, 1610 live:.cid.c62d9f2d0358df05 Leveraging 10+ years of experience, I am a versatile professional with a successful track record in onboarding, account management, appointment setting, customer and technical support, and business management. Seeking a challenging role to leverage my diverse skills, strategic mindset, and commitment to enhance operational excellence, elevate customer satisfaction, and achieve business goals in a dynamic organization. WORK EXPERIENCE Podium | Product Expert (Freelance) December 2022 - January 2024 Engaged with Podium customers to address how-to questions and effectively SKILLS troubleshoot issues on the Podium platform. Consistently delivered a "human-first" experience to customers through multiple communication channels, including chat, email, phone, and Podium B2B & B2C Business Model Support SaaS & BaaS Support tools, ensuring accurate and timely resolutions. Proactively identified opportunities to maximize customer value from Podium, continuously seeking smarter ways to improve workflows and exceed customer Microsoft Office expectations. Financial Services - US Bank Enhanced organizational efficiency with Podium by sharing feedback and FinTech | Telco | Delivery Service Google Suites Onboarding Account Manager Appointment Setter Customer Service Product Support Expert Technical Support Business Management Salesforce improving work practices to increase customer value. Teamed up with different Podium units to nurture long-term customer loyalty. Cognizant | Senior Account Executive February 2022 - December 2022 Exposed to a large and globally used payments infrastructure for the internet. Handled B2B business type that supports SaaS Assisting users as to how to manage and work on their financials using client tools. Providing details of products to users —from startups to large enterprises. Troubleshooting issues users faced on their system affecting their earnings. Cold calling prospective clients to upsell features that they don't have yet, mostly with small business and start up enterpris. Zendesk Trello LANGUAGES English Filipino Teletech | Team Lead Apprentice August 2021 - February 2022 Handled a team of 18 agents with the responsibility of doing coaching and evaluating their calls, chats or emails. Responsible for providing metrics updates to the clients and sharing thoughts as to how we can improve numbers that we have on the account. Responsible in doing administrative works assigned by each department. Teletech | Customer Service Representative II December 2017 - August 2021 AWARDS Exposed to Telco, E‐commerce, Food Delivery and Financial Accounts. Handled B2B and B2C business model that supports SaaS. Provide front line support via telephone, email, and chat. Assist customers to provide accurate information using the tools of the 2017 - AFNI Phils Top Agent for February | One Felicity Center, Quezon City 2017 - AFNI Phils Top Agent for March | One Felicity Center, Quezon City 2020 - Teletech Top Agent for July | Gateway Tower, Araneta Center Cubao, Quezon City 2021 - Teletech Top Lead for September | Gateway Tower, Araneta Center Cubao, Quezon City 2022 - Cognizant respective clients I was deployed in. Knowledgeable on the existing products and processed on the accounts being handled. AFNI Philippines | Chat Support Analyst February 2016 - August 2017 Responsible for answering chats from customers about their bills. Answering questions specifically about products and services the business offers. Providing benefits and ideas on how the customer can save even if they are using all the products Teleperformance | Technical Support Representative February 2014 - February 2016 Responsible for assisting customers with their technical problems. Answering calls and providing information with regards to the customer’s account. Educated customers regarding benefits of the product, and answer questions regarding equipment, coverage area, pricing and availability. PS Bank Head Office | Loan Consultant April 2010 - May 2011 Rookie of the Year Award Responsible for assisting customers applying for credit cards. | Giga Tower, Quezon City Providing benefits for each of the products that fits the customer’s needs. Helping customers with the process and requirements with application. Supported B2B and B2C business model. REFERENCES Available upon request EDUCATION Philippine School of Business Administration 2011 - 2013 BSBA major in Human Resource Development Management