Maria Ronalle S. Salem

Maria Ronalle S. Salem - - –-– Brgy 7, Lipa City, Batanagas 4217 PROFESSIONAL SUMMARY Reliable, energetic and resourceful customer service professional with over 10 years of experience resolving customer complaints and promoting conflict resolution. Expertise in client services, account management and relationship-building. A team player who can work with little supervision and definitely can handle work under pressure. WORK EXPERIENCE Customer Service Representative – Teletech, Lipa City February 2017 – March 2019 Promptly responded to customer enquiries via phone, email, mail or social media. Quickly and efficiently open customer accounts by accurately recording account information. Maintain financial accounts by processing customer adjustments in a professional manner. Increased customer base by 30% during the year 2018 due to the delivery of quick service. Meeting account metrices such as AHT (Average Handling Time), CSAT and Quality Assurance while getting monetary incentives. Telephone Sales Representative - Alorica, Lipa City June 2014 - December 2016 Received 97% satisfaction rating from customers after completed phone or video call. Kept records of customer interactions, processed customer accounts and filed documents. Collaborated with team to quickly resolve customer complaints with appropriate action. Effectively managed approximately 100 incoming calls daily. Closing deals and sales and getting monetary incentives monthly while hitting VOC excellently. Was a Subject Matter Expert helping new employees and colleagues solve their customer concerns. Collections Associate - Convergys, Sta. Rosa, Laguna October 2009 - June 2011 Collected payments over the phone for 0-60 days delinquent accounts. Determined charges,explained customer bills and waived fees if needed. Greeted and welcomed clients with a warm, friendly, and positive attitude. Coordinated the credit standing of customers to clients to keep data up-to-date. Senior Customer Service Advocate -24/7 August 2006 – January 2008 Responded to customer inquiries via phone, email and chat. Assisted clients with billing questions and did up-selling when there are new products being offered. Provided basic troubleshooting steps to customers when they have issues. Has excelled in providing excellent satisfaction to customers making it as a “ Top Agent “ from March 2007 to December 2007 EDUCATION Bachelor of Science in Business Administration – Batangas State University, LIpa City June 2000 – April 2004 PROFESSIONAL SKILLS Mastery of Microsoft Office programs (Word, Excel, PowerPoint) Comfortable working in both Microsoft Windows 10 and Mac OS X. Excellent communication skills with a focus on team-building and customer relations. Outstanding organizational, multitasking, and problem-solving abilities. Can work with minimum supervision and definitely under pressure. A Pro when it comes to Customer Service tasks be it by phone, email or chat. AWARDS AND HONORS Dean’s Lister– Batangas State University                    June 2000 – April 2004 Completed all units and semesters with an average of around 1.50-2.00. Outstanding Customer Service Award - Teletech February 2018 – October 2018 Recognized for outstanding service to clients and dedication to fellow employees. LANGUAGE COMPETENCIES Filipino: native language English: Fluent (speaking,reading) ; basic(writing)