Monsour Sarmiento

MONSOUR SARMIENTO Qualified support specialist with over five years of experience in customer service, lead generation, and administrative tasks. Also skilled in graphic design with over five years of experience. Possesses strong creative and analytical skills. A detail-oriented team player dedicated to delivering exceptional results. - - Metro Manila, Philippines WORK EXPERIENCE ENGLISH SUPPORT SPECIALIST-INCUBATION TEAM - HUBSTER/OTTER Satellite Office Pty. Ltd. - Taguig City, Philippines October 2021- November 2022 Continuously evaluate and improve customer service processes and procedures. Perform Data mining & extraction, order processing and app integration Respond promptly to customer inquiries via email, chat, or social media Resolve customer complaints and issues by identifying the problem, offering solutions, and following up to ensure satisfaction SUPPORT AMBASSADOR - AIRBNB TDCX PH Inc. - Mandaluyong City, Philippines October 2020 - October 2021 Conduct research and gather information relevant to each case Organize and maintain case files and documentation in accordance with established protocols Maintain confidentiality and security of sensitive case information Continuously improve case management processes to increase efficiency and productivity. CUSTOMER SUPPORT REPRESENTATIVE - TURO CAR SHARING Task Us PH - Quezon City, Philippines November 2018 - September 2020 Provide timely and effective support to customers via phone, email, chat, or social media Monitor and manage customer inquiries and feedback to maintain a positive customer experience Document customer interactions and maintain accurate and up-to-date customer records EDUCATION BACHELOR OF ARTS IN MASS COMMUNICATION MAJOR IN BROADCAST COMMUNICATION Polytechnic University of the Philippines 2013 - 2018 SKILLS Proficient in Google Workspace and Microsoft Data Management and Analysis Office Suite Email Management CRM Management Lead Generation Photo and Video Editing (Adobe Premiere, Report Creation and Data Visualization Development and Implementation of Data Entry Processes for Efficiency and Accuracy Graphic Design Adobe Photoshop, Canva) ACHIEVEMENTS Successfully managed and edited personal and small business projects within established deadlines. Collaborated with team members to understand their vision and requirements, providing creative input and recommendations to enhance the final product. Produced high-quality photos and videos for personal and small business use. Trained new employees, resulting in increased productivity and efficiency. Managed client accounts, maintaining positive relationships and achieving high levels of customer retention. Mentored and coached team members to help them achieve their goals and develop their skills. Identified and implemented process improvements, leading to increased efficiency and cost savings for the company. CHARACTER REFERENCE Character reference is available upon request