Liezel Gae Duron

LIEZEL GAE DURON Expert in Customer and Admin Support Profile Highly capable admin assistant with almost 5 years of freelancing experience. I am also an analytical customer support -- representative adept at resolving complex issues consistently exceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills Work Experience SKILLS Chat and Email Support and Moderation Admin Support Customer Acquisition Customer service Leasing and Property Management Coordination Everything Leather February 2023-May 2024 E-commerce Email Support Responding to Customer Inquiries: Receive and respond to customer inquiries, questions, or concerns via email in a professional and courteous manner. Provide accurate and helpful information to address customer needs and resolve issues effectively, Product or Service Knowledge: Develop a deep understanding of the company's products, services, policies, and procedures to provide accurate information and assistance to customers. Escalation Management: Identify and escalate complex or unresolved customer issues to the supplier if need be Handles and wins Paypal and Shopify chargebacks Expert in Zendesk and Shopify Compass Experience Labs | Everlane Language English Filipino and October 2022 - February 2023 Customer Service Associate Responding to Customer Inquiries: First line of support to all incoming customer inquiries, questions, or concerns via email and text Escalation Management: Identify and escalate complex or unresolved customer issues to the managers or teir 2 agents Expert in Zendesk MYND.co September 2021-September 2022 Move-in Coordinator Admin Assisted the move-in coordinator with all tasks related to move-ins. Managed email support and communications efficiently. Coordinated and scheduled property showings. Liaised with other departments to resolve any movein related concerns. XY Company August 2020-September 2021 Email Support Representative Handle Teir 1 Email: Customer complains, order processing and follow-up, customer inquiries Handle Tier 2 Emails: Refund/Return requests, shipping, vendor coordination Troubleshooting: Provides in-depth troubleshooting assistance to customer having technical deficulties Process failed orders Assist low level sales Onerent January 2020-August 2020 Team Lead Conduct day-to-day project coordination, planning, and implementation across Market Development Cluster Create functional action plans to improve customer acquisition and company revenue Provides daily coaching and skill transfer to agents to enable them to perform Onerent June 2019-December 2019 Subject Matter Expert Provide first hand assistance to agents in need any kind of support Propose functional ideas for business process development Heads quality assurance and output growth Onerent December 2016-June 2019 Inbound Customer Support/Market Development Associate Handling Incoming Calls: Answering and managing a high volume of inbound calls from customers and booking a property tour Problem Resolution: Addressing and resolving customer inquiries, complaints, and issues. Providing Product Information: Offering detailed information about our leasing and property management service Escalation: Referring complex issues to senior support staff or other departments. Demand Science June 2016-December 2016 Telemarketer Making Outbound Calls: Contacting potential or existing customers by phone to promote marketing materials Generating Leads: Identifying sales opportunities and generating qualified leads. Presenting Products/Services: Providing detailed information and persuading customers to purchase. Handling Customer Inquiries: Responding to questions and addressing concerns about products or services. Recording Information: Documenting customer details, sales interactions, and feedback in the company’s CRM system. Meeting Sales Targets: Working towards achieving daily, weekly, or monthly sales goals. Teleperformance | Vodafone NZ October 2014-January 2016 Customer Service Representative Provides excellent customer service to pre-paid and post paid telco customer