Frances Ysabelle Fetalino

FRANCES FETALINO CUSTOMER SUPPORT SUPERVISOR WORK EXPERIENCE Customer Support Supervisor Wyre Inc. | June 2021 up to the Present EXECUTIVE PROFILE Customer Service Supervisor with 9 years of experience seeking a position in a results-oriented company that requires an ambitious and career conscious person. Proven abilities to communicate effectively with both internal and external customers while keeping a strong sense of organizational and prioritization expertise. REACH ME AT: Email:-Linkedin: https://bit.ly/2DuDpsL Skype: live.francesysabelle.fetalino SKILLS Technical and Administrative Support Strategic Sales Knowledge Lead Generation using LinkedIn Order Fulfillment Professional Telephone Demeanor Social Media Management Conflict Resolution Scheduling Recruiting Onboarding Training Report Preparation Tracking Employee Progress Mentoring Leadership skills—leading team by example Data-driven decision-making Excellent written and verbal communication Ability to work under pressure Highly organized Responds to users' escalated questions /complaints via Zendesk regarding their transactions with our partner crypto platforms. Assist partner crypto platforms with their questions and account concerns. Coordinate tickets to the appropriate department for escalation. Set goals for performance and deadlines in ways that comply with the company’s plans and vision and communicate them to agents. Organize workflow and ensure that agents understand their duties or delegated tasks. Monitor employee productivity and provide constructive feedback and coaching. Create stats dashboards Receive complaints and resolve problems. Pass on information from upper management to agents and vice versa. Prepare and submit performance reports. Liaised with agents 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. Virtual Assistant / Social Media Manager Magic | Nov 2021 - Feb 2022 Manage CTO's calendar, schedule meetings, and ensure no conflicts occur. Maintained client communication over phone and e-mail. Managing the company's e-mail inbox and communication. Answering phone calls and taking messages. Research and find contractors that can complete our projects. Reach out to the sales leads generated on the Houzz platform. Manage Company's Social Media Accounts Create social media content & caption including graphic designs. Email & Chat Specialist Hireframe | November - December 2021 Holiday Campaign Responds to customers' questions and complaints via email and live chat regarding their customized orders. Process replacement and return requests. 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. FRANCES FETALINO CUSTOMER SUPPORT SUPERVISOR WORK EXPERIENCE Mystery Shopper Agent Expertise.com | January 2021- June 2021 Conduct outbound calls using Ring DNA identifying myself as a potential CHACTER REFERENCES Daniel Da Silva Colleague - currently working at Genpact LLC - Hana Kathleen Tismo Colleague -currently working at Telus Intl. - Ricardo Malubay Colleague - currently working at EXL Phils. - PROFICIENCY IN TOOLS Facebook, Instagram, LinkedIn, and other Social Media Platforms Google Workspace & Microsoft Office Tools Ring DNA Zendesk & Freshdesk Salesforce Canva Jira, Confluence, Asana ACADEMIC BACKGROUND customer to gauge the knowledgeability, friendliness, and professionalism of the business providers on our list Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives. Mystery Shopper ISC-CX | Bare International | Ipsos | GBW | Satisfind | 2014- up to the present | Seasonal Campaigns Conduct store audits/ visits identifying myself as a potential customer, to gauge the knowledgeability, friendliness, and professionalism of the businesses or campaigns assigned. Submit summary reports following each visit to include observation of the staff, ambiance, safety measures implemented, cost, etc. Sr. Operations Representative Capital One Philippines Support &Services |- Responds to customers' 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. Subject Matter Expert VXI Global Holdings Inc. |- Provided real-time assistance to agents for any inquiries or escalations. Provided onboarding and guidance to other sales representatives to meet sales and other KPIs. Conducts real-time coaching and feedback sessions. Increased efficiency and team productivity by promoting adherence to operational best practices and company policies. Retention Specialist SPI Global CRM Inc. |- Technological University of the Philippines Undergraduate of Bachelor of Applied Science | Major in Laboratory Technology| 2012 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 of cancellation of services.