Lalaine Macalangcom

Lalaine Adsuara Macalangcom Lugay St., Buhilit, Tarlac City, Tarlac --_________________________________________________________________ SUMMARY Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores. Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. EDUCATIONAL BACKGROUND TERTIARY Tarlac State University Bachelor of Science in Business Administration Major in Marketing Management A.Y. 2015 to 2017 SECONDARY Comillas High School S.Y. 2010 to 2014 ELEMENTARY Comillas Elementary School S.Y. 2004 to 2010 PERSONAL INFORMATION Date of Birth : August 29,1997 Civil Status : Married Citizenship : Filipino Religión : Iglesia Ni Cristo Language/Dialect : English, Tagalog, Kapampangan, Ilocano WORKING EXPERIENCE and DESCRIPTION Customer Service Representative Sitel Philippines Tarlac City, Tarlac November 2018 to Febuary 2020 Handled 50 of inbound calls per day. Handled customer concerns and escalated major issues to supervisor. Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements. Addressed customer service quickly and accurately. Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. Built rapport with customers through courteous and professional communications. Technical Support Representative Concentrix Philippines Angeles City, Pampanga March 2020 to Oct 2020 Asked customers targeted questions throughout troubleshooting to determine smart solutions. Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations. Helped customers set up new systems, applications and software to manage smooth workflow. Provided clear and concise step-by-step technical support to guide clients during process. Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely. Used support tickets to track and speed up incidents. Used remote access to navigate and link to customer computers. Reviewed current processes and successfully identified improvement opportunities. Collections Specialist iQor Angeles City, Pampanga October 2020 to June 2021 Followed fair debt practices and regulatory guidelines when managing collections process. Improved existing collections processes by analyzing rejection patterns and denials. Processed payments over phone and set up recurring drafts. Placed outbound collections calls daily to approximately 20 account holders. Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues. Gathered required information from customers for settlement reviews and followed up on management determined results. Uploaded data in accordance with company policies, data security protocols and local legislation. Collected on aging and past due accounts, coordinating sustainable payment arrangements to encourage remittance. Collections Specialist DH&Isaac Tarlac City,Tarlac July 2021 to January 2022 Classified and calculated debt costs using company practices. Scheduled late payments based on debtors' financial situation and company policy. Chased up overdue payments to offer assistance in difficult situations and set up payment plans. Drew up official agreements of payment satisfying both parties. Achieved debt collection targets in line with agreed deadlines. Overcame objections by applying advanced training and persuasion techniques. Assessed client needs and investigated different courses of action. Sales Associate / Customer Service Representative Intelegencia LLC Matatalaib, Tarlac City, Tarlac March 2023 to September 2023 (Seasonal Account) Handling 30 calls, 100 emails and 20 chats per day. Tracking and providing the estimated time and date of the delivery through Shopify/UPS/USPS. Collecting orders or helping the customer on placing order. Sorting out the spam and sales emails. Providing the availability of the products. Helping the customers on how to return the product if damage. Providing good deals to the customers. SKILLS and EFFICIENCY Risk analysis Debt recovery Process optimization Telephone enquiries specialist Invoice processing Multi-tasking Query resolution Problem-solving Customer data management Active listening Call center experience Logistical planning Customer needs analysis Energetic work ethic Excel Word PowerPoint Outlook Publisher CRMs Slack Sprout Discord Zoiper Shopify Tracker USPS / UPS Tracker I hereby certify that the above information is true and correct to the best of my knowledge and belief. LALAINE MACALANGCOM