Joannah Joy Vibas

Joannah Joy A. Vibas -- https://www.facebook.com/itszmeanna Luna Ext. Aquino Rd. Digos City, Davao Del Sur 8002 PROFESSIONAL SUMMARY Extensive background in Cold Calling, Customer Service and Lead Management, particularly in handling calls, email, and chat management. Experienced and dynamic Customer Service Manager/Team Leader with a proven track record of leading high-performing teams to deliver exceptional customer experiences. Skilled in building and motivating teams, fostering a positive work culture, and driving continuous improvement in service delivery. Proficient in developing and implementing strategies to optimize efficiency, streamline processes, and exceed performance targets. Strong communication and interpersonal skills, with a focus on building collaborative relationships with cross-functional teams and stakeholders. Committed to championing customer-centric initiatives and driving customer satisfaction to drive business success. CORJESU COLLEGE - BATCHELOR OF SCIENCE IN BUSINESS ADMINISTRATION MAJOR IN FINANCE MANAGEMENT Gbs bussiness solution | Telesales agent aPRIL 2016- fEBRUARY 2018 uk | DLG campaign Making Outbound Calls: Initiating contact with potential customers by making outbound calls to leads or prospects provided by the company. Call leads and conduct interview to know the customer's utility provider, internet, TV provider and etc. medsup campaign Educate Medicare beneficiaries about the benefits of supplemental insurance coverage. Help Medicare beneficiaries understand their options and make informed decisions about MedSup plans. Increase enrollment in MedSup plans among eligible Medicare beneficiaries. Improve access to healthcare services and reduce out-of-pocket expenses for Medicare beneficiaries. eav outsourcing services march 2018- january 2021 Cardio Campaign Identifying High-Risk Customers: Utilize data analytics or medical records to identify customers who have a high risk of cancer or heart attack based on factors such as age, family history, lifestyle habits, and existing medical conditions. Maintaining Records: Keeping accurate records of customer interactions and information given such as medical history, doctors information and Medicare number. Pitching Products or Services: Presenting products or services to potential customers, highlighting their features, benefits, and value propositions. mortgage campaign Lead Generation: Utilize various lead generation methods such as cold calling, warm leads, referrals, and networking events to identify potential clients who are in the market for mortgage loans. Initial Contact: Reach out to leads via phone calls or emails to introduce myself and the mortgage products and services our company offers. We begin building rapport and trust with potential clients. Needs Assessment: Conduct a thorough needs assessment with each client to understand their specific financial situation, homeownership goals, budget, credit history, and preferences regarding loan types and terms. Education and Guidance: Educate clients about the different types of mortgage loans available, including fixed-rate mortgages, adjustable-rate mortgages, FHA loans, VA loans, and jumbo loans. Explain the benefits and drawbacks of each option and help clients make informed decisions. Prequalification: Assist clients in getting prequalified for a mortgage loan by collecting necessary financial documents, such as pay stubs, tax returns, and bank statements. Work with underwriters to evaluate their financial eligibility and determine the maximum loan amount they qualify for. iglobalconnect opc may 2021 - October 2024 Customer service representative Assist Customers: Respond promptly and courteously to customer inquiries, comments, and concerns via various channels such as phone, email, or live chat. Provide accurate information and helpful solutions to address their needs. Resolve Issues: Address customer complaints, refunds, or order errors in a professional and empathetic manner. Take ownership of problems and work towards a resolution that meets the customer's satisfaction while adhering to company policies and procedures. Maintain Brand Standards: Uphold brand image and reputation by delivering exceptional customer service and adhering to company values, policies, and quality standards. Ensure that all interactions with customers reflect the company's commitment to integrity, transparency, and food safety. Escalate Issues: Escalate complex or unresolved customer issues to higher levels of management or specialized departments for further assistance and resolution. Follow internal protocols for escalating complaints and documenting customer feedback. Gather Feedback: Solicit feedback from customers about their experience with the products and services. Listen attentively to their suggestions, complaints, and compliments, and relay this feedback to relevant departments for continuous improvement. Customer service | team leader asst. operations manager Team Management: Supervise and mentor a team of customer service representatives, providing guidance, support, and feedback to help them excel in their roles. Lead by example and inspire team members to deliver outstanding service and embody brand ethos. Training and Development: Conduct training sessions and workshops to onboard new team members and provide ongoing development opportunities for existing staff. Equip team members with the knowledge, skills, and tools they need to succeed in their roles, including product knowledge, communication techniques, and problem-solving strategies. Performance Monitoring: Monitor team performance metrics such as response times, customer satisfaction scores, resolution rates, and adherence to quality standards. Use data analytics and performance reports to identify areas for improvement and implement strategies to optimize team efficiency and effectiveness. Quality Assurance: Implement quality assurance measures to ensure that customer service interactions meet or exceed the brand standards for professionalism, accuracy, and customer satisfaction. Conduct regular audits of customer interactions, provide constructive feedback, and recognize excellence in service delivery. Workflow Management: Coordinate workflow and resources to ensure that customer inquiries, complaints, and requests are handled promptly and effectively. Assign tasks, prioritize workload, and manage staffing levels to meet service level agreements and customer expectations. Problem Resolution: Assist team members in resolving complex or escalated customer issues, providing guidance on problem-solving techniques, conflict resolution strategies, and decision-making processes. Serve as a point of escalation for unresolved customer complaints or sensitive situations. Communication: Facilitate clear and open communication within the team, fostering a collaborative and supportive work environment. Keep team members informed about company updates, policy changes, and performance expectations through regular meetings, memos, and one-on-one discussions. Customer Feedback: Solicit feedback from customers about their service experiences and use this feedback to identify trends, patterns, and areas for improvement. Share customer feedback with the team to celebrate successes and address areas needing improvement. Cross-Functional Collaboration: Collaborate with other departments such as operations, marketing, and training to align customer service initiatives with broader organizational goals and initiatives. Share insights, best practices, and customer feedback to drive continuous improvement across the organization. Leadership and Culture: Champion by the brands values, culture, and brand identity within the customer service team and throughout the organization. Lead by example in demonstrating integrity, accountability, and a commitment to excellence in customer service. work from home | Appointment setter - b2b campaign Make outbound calls to potential business clients. Present your company’s offerings in a compelling way. Schedule qualified appointments for the sales team. Maintain detailed records of interactions and outcomes in a CRM. Follow up with prospects to confirm appointments or share additional information. Coordinate with sales and marketing teams to align outreach efforts with broader business goals. work from home Student loan campaign Identify Potential Leads: Used various sources to identify potential leads, such as lists of individuals with student loan debt, recent graduates, or those working in specific professions eligible for loan forgiveness. Introduce Loan Forgiveness Programs: We begins the call by introducing the purpose of the call, which is to inform the individual about available student loan forgiveness programs and options for reducing or eliminating their student loan debt. Educate about Eligibility: We educates the individual about the eligibility criteria for various student loan forgiveness programs, including Public Service Loan Forgiveness (PSLF), Teacher Loan Forgiveness, Income-Driven Repayment (IDR) plans, Income Based Loan Forgiveness (IBLF) and other forgiveness options. Assess Eligibility: Assesses the individual's eligibility for different forgiveness programs based on factors such as their profession, type of student loans, repayment history, income level, and employment status. Explain Application Process: Explains the application process for each forgiveness program, including how to submit documentation, track progress, and maintain eligibility requirements over time Follow-Up: If the individual expresses interest in pursuing loan forgiveness, we will schedule them about the payment method that was being auto deducted on their bank account. CRM’s, DIALER, & other TOOLS EXPERIENCES