Frances Ysabelle Fetalino

For the past 8 years I supported different campaigns ranging from banking and telco accounts. I have been a billing, technical and retention specialist. I am trained to assist different types of clients from both voice and email accounts.

• Responds to customer's questions via telephone regarding their credit card accounts such as balance & available credit, etc.
• Responds to customer requests for products, services and company information.
• Liaised with customers and management to better understand customer needs and recommend appropriate solutions.
• Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives.
• Provided real time assistance to agents for any inquiries or escalations.
• Provided on boarding and guidance to other sales representatives to meet sales and other KPI's.
• Conducts real time coaching and feedback sessions.
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies. 
• Provided assistance in billing, technical and cancellation requests of customers.
• Provided alternative solutions or options to keep the customer's account to avoid or reduce the likelihood in cancellation of services.