Flint Najera

FLINT B. NAJERA Purok 3 San Pedro Cutud, City of San Fernando, Pampanga, Philippines Mobile No. - E-mail address:- CAREER OBJECTIVE: To effectively apply myself in a professionally challenging environment in a manner that positively benefits the organization’s goals and objectives and contributes towards my career development. PROFESSIONAL EXPERIENCE IN THE PHILIPPINES: Campaign: Acuity - North America Organization: TOA Global Designation: Operations Specialist || Customer Success Advocate Inclusive Years: March 2020 – 2022 Brief Job Description as Operations Specialist/Client Success: ● Upsell - Assisting the Customer Success Specialist with the following: o Convert upsell cases, Slack and email requests into “Opportunity” via Salesforce. o Arrange a time between the client and Customer Success Specialist via email to discuss more about the service/s the client is interested in adding. o Transcribe the upsell zoom meeting video, create an upsell notebook in Teamwork and tag all concerned Acuity members to keep them updated about the status. ● Chargeover Subscription Statuses - doing intensive research on accounts with “Overdue” and “Suspended” status. o Download and convert the Excel file into Google Sheet that is shared across the Customer Success team. o Reaching out to our internal bookkeepers/clients to confirm whether a payment was already made(e.g. Bill.com, cc, e-checks). o Tag the concerned Customer Success team member in the report if it needs their attention. o Update payment status as needed in the Google Sheet. o Assisting clients who are requesting to update their payment method. ● Salesforce o Triaging and resolving Salesforce tickets with the following Types: Other/Billing/QBO/Xero Access/ Information Only/ Complaints o Ensure that Acuity members are processing the cases within the next 2 days. Any tickets that are 7 days and older will be followed up by tagging the concerned team member within the case. o Update Salesforce entries upon request such as Contacts(Primary), account name changes, CS Cycle, Status, Technology etc. o New Client Dash - Monitor invoice in Chargeover if marked as “paid” and if billing is already started for all accounts under and update Salesforce as needed: * Pre-Onboarding * Onboarding * Blocked * Onboarding Cleanup * Launch ● Check Ins - Sending check in emails on a monthly basis to confirm client satisfaction. ● CFO Office Hours o Process cases/emails/Slack messages for clients requesting to meet with a CFO. o Coordinate request to the CFO Lead to confirm best fit for the client's possible needs. ● Bookkeeper/Controller Introduction o Sending email introductions to respective clients to let them know if there is a switch or if an Acuity member is leaving. o Ensure that the new bookkeeper who will be taking over has the needed access to the system/s. ● NPS/CES Detractors - Do the initial research by reaching out to the concerned Acuity member in order to gauge the situation before reaching out to the client as needed. Once completed, it is then escalated to the Senior Customer Success Specialist. ● Offboarding and Downgrades - Duties and responsibilities: o Update Salesforce and Teamwork entries and fields to reflect offboarding. o Reaching out to the concerned bookkeeper or controller to let them know of the client's intention to churn and ask questions and clarifications. (e.g. systems currently being used, when will the final report be, timing of the offboarding message, tasks in Teamwork that needs to be deleted and other offboarding related questions) o Filing a form to stop billing and subscriptions. o Issue credit or refunds upon approval. o Technology transitions. o Sending email correspondence to the client for them to be aware of the offboarding status. Campaign: Irrigation and Plumbing Doctor(Adelaide, Australia) Organization: Global Link Staffing Solutions Designation: Admin Assistant Inclusive Years: July 2019 – December 2019 Brief Job Description as Admin Assistant: ● Receive inbound and outbound calls for customers who need irrigation or plumbing service. Book jobs for new and existing customers and organize a schedule depending on the availability/route of the technician. ● Answer enquiries and complaints received through Outlook and SMS. ● Process work orders for Real Estate offices to be serviced. ● Draft and approve invoices via Xero as soon as the technician completes the irrigation/plumbing job to be sent to the customer by email. ● Contact customers by phone for current and pending invoices to be collected. Campaign: Garry Dunn Property Agents(New South Wales, Australia) - Real Estate Organization: Cloudstaff Designation: Leasing Administrator / Tenancy Admin Inclusive Years: October 2018 – July 2019 Brief Job Description as Leasing Administrator / Tenancy Admin: ● Open House Inspections - Organize a schedule that fits the tenant and leasing officer. Once finalized, prospects are contacted via phone, email and sms to confirm their attendance. ● Tenancy Applications - Processing applications for prospects who have seen the property and have submitted all the required documents. It also includes contacting previous and current Employers, Real Estate offices and Landlords to confirm details. A completed application will then be forwarded to the concerned Property Manager for further review and approval. ● Tenancy Approval - Prepare and send the congratulatory email for an approved applicant advising them about the 2 weeks deposit and advance payment. ● New Lease - Prepare a new lease agreement for the approved applicant via REST. Notify Property Manager once lease agreement has been created ready for print out. ● Rent Reviews - Send notification to tenants via email if rent will increase or would remain the same as per agreement between the Property Manager and the Owner. ● Lease Renewals - Prepare the list of properties subject for renewal in excel file and forward them to the Property Manager. ● Routine Inspections - Organize a schedule between the Property Manager and tenants for the yearly inspection. The Property Manager will then inspect the house/unit to ensure that it is well taken care of by the current tenant. ● Customer Service - Prepare a list of tenants the property manager needs to call via excel file if in any case that the tenant would need help with the maintenance. ● Arrears - Contacting tenants via phone, email and sms for any late payments on their rent. Campaign: Hostopia (Email and Chat Support) Ukraine Organization: Geeks For Less Systems Clark Designation: Technical Support Specialist Inclusive Years: 2018 – June 2018 Brief Job Description as Technical Support: • Provides assistance and troubleshooting support to customers who may have Web Hosting related concerns such as the following: ● Initial website setup. ● Setup and configuration of email accounts via Office 360, MacMail, Thunderbird and mobile based email clients. ● Assist with database issues - MySQL, MSSQL and MS Access ● Website debugging for any site errors that the client may experience. ● Troubleshoot Name Servers, DNS records and domain transfers (transfer in/out) ● Ensure that non related concerns are connected to the right department. ● Ticket creation for any unresolved issues (Emails/Chats) and escalate them to the System Administrators. Campaign: Saint Elizabeth Health Care (Inbound/Outbound) - Canada Organization: Geeks For Less Systems Designation: Technical Support Specialist Inclusive Years: 2016 - 2017 Brief Job Description as Senior Representative: • Provide assistance to teammates who are having challenges with the process. • Responsible for booking, installing and configuring any software needed by the client (e.g. Avaya, Microsoft Programs, VPN, Adobe and the like) • Troubleshoot connectivity, Virus, Powershell, login credentials, Avaya related issues by establishing a remote session on the client’s computer. • Mobile Support – assisting clients who may encounter issues with Samsung flip phones, tablets and Note 4. • Triaging Specialist who communicates a country wide service interruption with other departments to resolve the concern in a short period of time. Campaign: Pep Boys Auto Service (Outbound) - Canada Organization: Geeks For Less Systems Designation: Quality Analyst Inclusive Years: With 2 years of experience- Brief Job Description as Quality Analyst: • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. • Attend weekly meetings and call calibrations with the client. Campaign: Microsoft - North America Organization: Omni Tech Support Designation: Team Leader Inclusive Years:- Brief Job Description as Team Leader: • Responsible for providing quality and efficient customer service to customers through the daily management of a team. • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner • Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. Campaign: T-Mobile - North America Organization: Teletech Designation: Customer Service: Inclusive Years:- Brief Job Description as Customer Service: • Handles inbound and outbound calls for handset configuration • Specialized in troubleshooting network outages and Billing issues • Processing Credit Card payments • Up selling handset and handset features Campaigns: Mcafee Antivirus/ Microsoft PC Safety - North America Organization: Sutherland Global Services Designation: Technical Support Inclusive Years:- Brief Job Description as Technical Support: • Phone support for North America, United Kingdom and Europe for a world-wide anti-virus • Deals with product configuration • Basic computer troubleshooting steps (Level 1) • Responsible for customer’s issue related to account and information • Addresses customer’s concerns and feedbacks other related issues with the program Chosen as one of the top agents who would support new waves for McAfee’s Production office. Was able to maintain excellent performance in account survey aspect Technical Proficiency Index and Quality Call Flow. Hence, chosen to be McAfee’s Point of Contact for the morning shift. Campaigns: Telecom 3/ Shore Mortgage - United Kingdom Organization: St. Theresa De Avilla Call Center Designation: Outbound Sales Agent Inclusive Years:- Brief Job Description as Sales Agent: • Shore Mortgage under Federal Housing Administration (outbound) • Countrywide Financial Services (outbound) • Outbound sales for plans and mobile phones. EDUCATIONAL BACKGROUND Tertiary: University of the Assumption Course: Bachelor of Science in Commerce Major in Business Management City of San Fernando, Pampanga. - CHARACTER REFERENCE References will be furnished upon request. FLINT B. NAJERA APPLICANT