Jaysell Mae Llanos

I’m Jaysell Mae Llanos, 31 years old, a graduate of Bachelor of Science in Hospitality Management with 7 years of experience in the BPO industry. 

Experience & Skills:

Technical Support for 3 years (Internet Provider Account)

• Provided timely troubleshooting and problem resolution for internet connectivity, hardware, and software issues.
• Guided customers through technical processes clearly and patiently, ensuring they could follow steps easily.
• Escalated complex issues to higher-level support when necessary while maintaining high customer satisfaction.
• Maintained accurate records of customer interactions and technical solutions in CRM systems.

Customer Service Representative for 4 years (Healthcare & Retail Accounts):

• Assisted clients with inquiries, billing, and account management, delivering personalized solutions.
• Handled sensitive information professionally, adhering to privacy and compliance standards.
• Resolved complaints efficiently, turning frustrated customers into satisfied ones.
• Built strong relationships with customers, promoting trust and loyalty.

Cold Calling & Appointment Setting:

• Generated leads and qualified prospects through outbound calls in B2B and B2C settings.
• Set appointments and scheduled meetings for sales teams, maintaining accurate records in CRM tools.
• Overcame objections with tact and professionalism, consistently meeting or exceeding targets.
• Adapted scripts and strategies based on customer response to maximize engagement and conversion.

Core Skills Across All Roles:

• Strong communication and interpersonal skills.
• Problem-solving and critical thinking.
• Multitasking and time management in high-volume environments.
• Proficiency with CRM software, call systems, and support tools.
• Client-focused mindset with attention to detail and follow-through.