Ma. Jessica Brillantes

 MA. JESSICA BRILLANTES 1A Adrian St. Fairville Homes Brgy. North Fairview, Quezon City 1121 Phone:- E-mail:- Profile Customer Service Representative with 8 years of experience in BPO industry. Experienced in inbound and outbound calling, customer service, inbound sales, chat and email support. Passionate in delivering top notch customer service experience, specialized in billing, payment and order placing. Education Bachelor of Science in Nursing (2009) Registered Nurse Experience Appointment Setter/Lead Generation (November 2108-June 2019) Change3 Enterprises LLC (Home Base) Cold calling Telemarketing Appointment setting CRM Management Call Agent (June 2018-Present) The Fournaise Marketing Group (Home Base) Answer chat or phone call from users Contact users on their scheduled calls Assist manager with proofreading the website Quality monitoring of calls Team Support Specialist (December 2016 –June 2018) Convergys (Up Technohub) Assist Team Leaders with administrative tasks. Handling customer escalations via chat or phone call. Audit agents chat handling and provide constructive feedback. Assisting agents with products and issue handling. Contact customers over the phone for any follow up. Customer Service Associate (December 2012 –December 2016) Convergys (Up Technohub) Address customers’ communication needs Handle complaints Promote products and services Troubleshoot basic technical issues Oversee billing and payments Upselling products and services Customer Service Representative (June 2011 –December 2012) EGS (Sta. Mesa) Address customers’ communication needs Handle complaints Promote products and services Troubleshoot basic technical issues Warranty replacement process and follow up Oversee billing and payments Upselling products and services Skills Customer Service Expert Team Support Specialist Subject Matter Expert Team Player Root cause analysis Performance driver Multi-tasking Appointment setting/Lead Generation Microsoft Office (Word, Excel, PowerPoint) Google Apps (Gmail, Drive, Calendar)