Fredalyn Penafiel-Prado

I have more than 10 years of work experience in a BPO setting handling calls and emails for clients to assist them in data research, customer service, and sales. Results-oriented, trustworthiness and excellent communication skills are a few of my job competencies.

As a Data Researcher, I handle job requests asking for Industry and financial data of a company. I do outbound calls to get the information needed and if data is too long or too sensitive to be disclosed over the phone, an email inquiry is being sent to the client. Documentation of the job is being done through Appian from start to finish.

As a Senior Analyst for Payroll and Health and welfare, I mainly handled inbound calls from employees to assist them with their payroll and health coverage inquiries. I also assisted employees during open enrollment for their yearly Health and Welfare benefits renewal. All information that transpired during the call was documented using Siebel.

As a Customer Service Representative, I mostly handled inbound sales calls for a home TV shopping account, hitting sales quota with upselling and cross-selling. I also facilitated in credit card application over the phone for a well-know American bank. I've handled a few employees as a Cluster Leader providing feedback and coaching to improve their sales quota.