Irish Pizarro

IRISH PIZARRO Customer Engagement Analyst/Contact Center Associate/Technical Support Representative/Retention Specialist/ Billing and Customer Service Representative CONTACT ---Quezon City, Philippines 1109 EDUCATION PROFILE Dedicated and results-oriented professional with a solid background in customer service, customer retention, and technical support, complemented by a diverse skill set and varied work experience across different industries. Efficient in problem-solving, committed to delivering quality service in fast-paced environments, and able to work independently. Currently developing analytical capabilities through hands-on training in Excel and Power BI to support data-driven decision-making and contribute to meaningful projects. Seeking a role where I can apply my evolving technical and interpersonal skills, contribute to team success, and continue growing professionally. WORK EXPERIENCE Reed Elsevier Shared Services ARELLANO UNIVERSITY Bachelor of Arts Major in English SKILLS Customer Service & Retention Strategy Customer Engagement Analyst 2024- PRESENT Contact customers twice yearly to evaluate their experience with Elsevier products and services. Support sales by identifying customer risk levels, renewal chances, and issues needing follow-up. Analyze customer data to spot trends, risks, and opportunities for improving experience and product use. Prepare detailed reports for stakeholders, highlighting feedback, challenges, and areas for growth. Escalate ongoing or potential issues to the appropriate teams for resolution. Collaborate with sales, support, and other departments to ensure a positive customer experience. Technical Troubleshooting & Support Internal CRM & Account Management Customer Engagement Foundational Data Analysis Skills Detailed Reporting & Documentation Team Collaboration Across Functions RealPage Philippines 2024 - 2025 Contact Center Associate (Email/Instant Call Reply Department) Conduct outbound calls and respond to emails to address prospect inquiries and share relevant details about apartment communities, amenities, and units Apply selling and marketing techniques to highlight community features and create value for prospects Schedule appointments for community visits effectively Accurately document call and email interactions with prospects Consistently meet or exceed departmental KPIs and quality standards CERTIFICATIONS WORK EXPERIENCE Transcom Philippines INC DATA ANALYTICS LEVEL 1 BASIC, INTERMEDIATE, ADVANCE EXCEL/ DATA ANALYSIS AND POWER BI WORKSHOP 2013 - 2019 Customer service and Billing Representative/ Retention Specialist / Technical Support Representative Customer Service/Billing Representative (Comcast) EXCEL HELPLINE November 19, 2023 - January 7, 2024 DICTION, INTONATION & ENUNCIATION PROGRAM CLASS-08.01 TELEDEVELOPMENT SERVICES TRAINING CENTER January 08-12, 2008 AGENT FOUNDATION TRAINING PROGRAM SERVICE & RETENTION CUSTOMER TELEDEVELOPMENT SERVICES TRAINING STRATEGY CENTER TECHNICAL TROUBLESHOOTING & - 07.26 Nov. 28-29, 2007; Dec. 03-05 & 07, SUPPORT 2007; Dec. 10-12 & 14 & ACCOUNT INTERNAL CRM MANAGEMENT CUSTOMER ENGAGEMENT UNDATIONAL DATA ANALYSIS SKILLS DETAILED REPORTING & DOCUMENTATION TEAM COLLABORATION ACROSS FUNCTIONS Delivered quality support by resolving billing concerns, product inquiries, and complaints through inbound calls Processed payments and account changes accurately, following strict SOPs to ensure compliance and customer satisfaction Upsold and upgraded services by identifying customer needs, contributing to revenue growth Promoted product value through consultative selling, enhancing customer engagement and loyalty Provided reliable customer service while consistently meeting or exceeding performance goals and quality standards Technical Support Representative (Comcast) Troubleshot technical issues related to cable, internet, and landline/home phone services, ensuring timely and effective resolution Documented all troubleshooting steps and outcomes during repair calls to maintain accurate service records Scheduled repair appointments and coordinated service visits to minimize customer downtime Handled product inquiries and addressed basic billing concerns with clarity and professionalism Upgraded existing services and upsold additional products by identifying customer needs and offering tailored solutions Promoted and recommended products based on customer interests, effectively communicating value to drive engagement and sales Customer Service and Retention Specialist (Comcast) Handled calls from customers requesting to downgrade or cancel services, aiming to retain accounts through effective resolution Listened attentively and probed to understand reasons for disconnection or downgrade requests Retained customers by offering tailored solutions and making necessary account adjustments Followed Standard Operating Procedures for processing service transfers, changes, and disconnections Communicated clearly about billing statements, account details, and available products and services Promoted and recommended service upgrades based on customer needs and interests, reinforcing product value WORK EXPERIENCE Technical Support Representative (Samsung US Mobile) Troubleshot technical issues for Samsung mobile phones, tablets, and smartwatches, ensuring accurate and timely support Documented all troubleshooting steps and outcomes during repair calls for service tracking Scheduled repairs and coordinated service appointments to resolve device issues efficiently Handled inquiries related to Samsung mobile devices, providing product information and basic support TTEC (formerly Teletech) Technical Support Representative (Century Link) - Troubleshot internet service issues for both wired and wireless connections, ensuring timely and effective resolution Documented all troubleshooting steps during repair calls to maintain accurate service records Assisted customers in setting up and configuring email accounts across various platforms Scheduled repair appointments and coordinated service visits to minimize downtime and improve customer satisfaction Sitel Philippines INC. Customer Service Representative - Retention Department (Gevalia) Answered inbound calls and addressed inquiries about products, services, and memberships Managed cancellation requests by identifying concerns and offering tailored solutions Retained customers by resolving issues and making necessary account adjustments Updated customer account information and processed service upgrades or downgrades Handled catalog orders for company products and ensured accurate order fulfillment Home Phone Department (Bell Canada) Responded to inbound customer calls regarding home phone products and services Processed payments and handled seasonal suspension requests efficiently Updated customer account details in response to service inquiries and requests Identified customer needs and successfully upsold relevant services, contributing to enhanced user experience and increased revenue. Delivered personalized support to improve satisfaction and drive service adoption