Maria Concepcion Barrican

Maria Concepcion Barrican Summary Seasoned Customer Experience and Service Representative with Contact --www.linkedin.com/in/mariaconb (LinkedIn) Personal Info Date of Birth: December 8, 1986 Age: 38 Address: B5 L18 Maine Ave. St James Homes Concepcion Grande Naga City Camarines Sur 4400 Top Skills Administration Leadership Customer Service Salesforce Lightning almost a decade experience of working in the outsourcing and offshoring industry. Highly skilled in Administration and People Management, English as a Second Language, Sales, Customer Service, Salesforce and Customer Relationship Management (CRM). Passionate and enthusiastic professional that works and partners well with other team members Experience Quantrics Enterprises Inc. Customer Service Representative August 2023 - January 2025 (1 year 5 months) Works with supervisors and other involved leaders to achieve and reach individual and team targets. Thrives as a team player in a fast-paced, high-energy and agile environment. Meet team and personal KPI targets and call handling quotas. Follow communication procedures, guidelines and policies. Recommend products or services by collecting customer information and assessing customer needs. Sell and upsell products and services. Provide future-proofed products, services and resolution to customers. Resolve product and/or service concerns through clarification of customer's issue, identifying the cause of the problem, providing the best solution to solve the problem, expediting correction or adjustment as needed, and following up to ensure excellent customer experience. Assists store dealers in doing number transfers Customer assistance in billing concerns, port in and out and other general queries Probe CX (Formerly Stellar Inc) Subject Matter Expert June 2020 - June 2023 (3 years 1 month) “Go to” person in the department for questions and problems within the area of expertise. Take escalations calls as a Service Recovery Expert for a positive customer experience Helps assess team and individual agent-level performance. Partners with team leaders to execute training and coaching plans for struggling individuals. Coaches agents one on one. Supervised newly on-boarded trainees in the Jetstar Airways, Vodafone Care Australia, and Team Global Express program. Works with supervisors and other involved leaders to address employee performance gaps. Thrives as a team player in a fast-paced, high-energy, and agile environment. Meet team and personal KPI targets and call handling quotas. Follow communication procedures, guidelines, and policies. Recommend products or services by collecting customer information and assessing customer needs. Sell and upsell products and services. Provide future-proofed products, services, and resolutions to customers. Resolve product and/or service concerns through clarification of the customer's issue, identifying the cause of the problem, providing the best solution to solve the problem, expediting correction or adjustment as needed, and following up to ensure excellent customer experience. Provide knowledge support to new hire employees Stellar Inc Customer Service Representative December 2019 - May 2020 (6 months) Meet team and personal KPI targets and call handling quotas. Follow communication procedures, guidelines and policies. Recommend products or services by collecting customer information an assessing customer needs. Sell and upsell products and services. Provide future-proofed products, services and resolution to customers. Resolve product and/or service concerns through clarification of customer's issue, identifying the cause of the problem, providing the best solution to solve the problem, expediting correction or adjustment as needed, and following up to ensure excellent customer experience. IQOR Senior Agent/Team Support July 2018 - August 2019 (1 year 1 month) Assisting customers and giving detailed, personalized, friendly, and polite service to ensure customer satisfaction. We stand as collection expert, and an account expert. Taking a supervisor’s call. Assisting the team if they are having difficulty dealing with customer issues and proving various options to ensure satisfactions. Teletech Customer Representative June 2017 - June 2018 (1 year) To ensure customer satisfaction, assist the customer by providing detailed, personalized and polite service. Upselling. Explaining customer’s bill. Assistedcustomers in placing orders. QUANTRICS INC (Bell Canada) Senior Agent/ Team Support October 2016 - April 2017 (7 months) Assisting customers and giving detailed, personalized, friendly, and polite service to ensure customer satisfaction. We stand as collection expert, and an account expert. Taking a supervisor’s call. Assisting the team if they are having difficulty dealing with customer issues and proving various options to ensure satisfactions. Education University of Perpetual Help - Dr. Jose G. Tamayo Medical University Bachelor, BS-Nursing Undergrad Character Reference Dedith Cielo ProbeCx Team Leader-- Ramonson Baduria Former ProbeCx Senior Trainer-- Ely Francis Brosola Faculty & Former Program Chairperson Hospitality Management, Universidad de Sta. Isabel--