Jennifer Buensuceso

JENNIFER T. BUENSUCESO SENIOR FRONTLINE SUPPORT PROFILE CONTACT As a seasoned and accomplished Senior Frontline Support, I am committed to deliver exceptional customer service. With over 10+ years of experience in the industry, I have developed a comprehensive understanding of call center operations, customer service best practices, and quality assurance processes. WORK EXPERIENCE - NextDoor Holdings I Inside Sales Representative-Blk 18 Lot 30 Old Deca Phase 2 Pandac, Pavia, Iloilo SKILLS Excellent communication skills Fast Learner Problem-solving abilities Product and system knowledge Empathy and patience Multitasking and time management Resilience and stress management Attention to detail Adaptability August 30, 2023- February 12, 2025 Make cold calls to a list of potential sellers to introduce our real estate services. Qualify prospects by asking the right questions to determine if they are ready to sell their properties. Establish rapport with prospects by providing valuable information about the real estate market, answering questions and positioning the company as a trusted resource. Schedule meetings or phone consultations between prospects and asset managers to discuss their needs and potential opportunities. Input and maintain accurate lead information in the customer relationship management (CRM) system, ensuring all interactions are logged. XtendOps I Senior Frontline Support August 15, 2022- September 16, 2023 Provide support to agents and collaborate with the team leads to create and improve improve the agents' email, chat and phone support interaction flows. Provide real time assistance on process and escalated calls, email and chat. Resolve customer’s concern through chat, voice or email support Providing general support and building engaging relationships on each and every customer interaction. Provide real time and immediate assistance for customer’s reaching out about bill, order, delivery and account status. Teletech I Operations Support Coach & Quality Assurance Analyst March 2021 - July 2022 Lead and participate with calibrations with Client, Operations and Quality Assurance Team to ensure Quality Standards Providing, coordinating, analyzing and consolidating all necessary data to deliver and collaborate with the QA team and operations. Go Test Rapide I Tele Test Nurse (VA) December 2021-June 2022 Assisted clients in taking Covid Antigen Test to get travel certificate via video call. Send clients results in a timely manner EDUCATION WORK EXPERIENCE IQOR I Customer Service and Collections Representative for AT&T College Iloilo State College of Fisheries Main Campus Tiwi, Barotac Nuevo, Iloilo City September 2019-July 2020 ·Resolve customers' service or billing complaints by performing activities such as reviewing account information to determine the root cause of the problem and provide the best solution to customer’s Bachelor of Secondary Education - Solicit sale of new or additional services or products. Major in English Troubleshooting tests that could determine the causes of product malfunctions. Merchandise, refunding money, and adjusting bills. - Secondary Santiago National High School Santiago, Barotac Viejo, Iloilo- Elementary Proof Business Outsourcing I Executive Assistant for Operations April to September 2019 Assist Operations Manager generating client needs (Weekly Performance Review, KPI Validation and review Team Performance) Set Meeting and note meeting Agenda to ensure alignment between Operations and Client. Set Weekly Action Plan. Santa Barbara Central Elem. School Proof Business Outsourcing I Outbound Sales Representative Santa Barbara, Iloilo December 2018 to April 2019 - ACCOMPLISHMENTS Most Improved Agent- Outbound Sales (Avatar Technologies) Top performing CSR – Billing & Repair (Transcom Iloilo) Outbound Sales discussing Product and Services to client Ensure Qualification of client before endorsement to Closers Discuss Benefits and Advantage of Product and Service IQOR I Technical Support Representative for Bell Canada February 4, 2017- November 5, 2018 Respond to inquiries about products and services Perform tests on customer’s TV, Internet and phone trouble, detect and solve problems, perform repairs, and escalate customer complaints as required. Troubleshooting and resolving customer /clients’ issue STARTEK I Technical Support / CSR for Time Warner Cable December 15, 2015- January 27, 2017 Top performing CSR – Billing & Repair (Transcom Iloilo) Awarded as Top Performing Agent Startek Iloilo (Time Warner Cable) Promoted as Executive Assistant (Proof Business Outsourcing) Promoted as Coach Support Verizon Wireless (Teletech) Promoted as Quality Assurance Analyst (Teletech) Promoted as Flex Support for HelloFresh (Xtend Ops) To compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods To confer with customers by telephone in order to provide information about products & Services, or to obtain details of complaints. Troubleshooting and resolving customer /clients’ issue TRANSCOM I Customer Service Representative for Comcast Billing August 14, 2014- December 5, 2015 Resolve customers' service or billing complaints by performing activities such as reviewing account information to determine the root cause of the problem and provide the best solution to customer’s Solicit sale of new or additional services or products Merchandise, refunding money, and adjusting bills. AVATAR I Outbound Sales Associate for Tele-Fundraising December 13, 2012- May 5, 2014 Outbound Sales discussing Product and Services to client Ensure Qualification of client before endorsement to Closers