Shannah Ghea Domoos

SHANNAH GHEA DOMO-OS Customer Service and Sales Rock Star About Me I have been working in the Business Process Outsourcing (BPO) industry for over 13 years, I have gained a deep understanding of various processes, client interactions, and the overall dynamics of the industry. These involve interacting with customers, understanding their needs, resolving issues, and, in the case of sales, persuading customers to purchase products or services. EXPERIENCE Customer Service and Sales Associate/ Customer Service and Sales Associate Highland Park Lapidary Co. Nov.2021 to Sept. 2023 We enable artists and craftspeople to realize their creative vision and dreams through gemstone cutting and the lapidary arts. Directing the customers to the correct product by providing features, advantages and benefits. Back Office/Customer Service Associate --Marceclo H Del Pilar Street, Jaro Iloilo City 5000 LANGUAGE English IQOR Philippines - Iloilo Jan. 2018 to Nov. 2021 Cross-Selling and Upselling- Identifying opportunities to promote additional products or services that align with the customer's needs and preferences. Educating customers on how to use products or services effectively, troubleshoot common issues, and maximize their value. Listening to customer complaints patiently, empathetically, and professionally. Offering solutions, compensation, or alternative options to appease dissatisfied customers. EXPERTISE Management Skills Creativity Negotiation Critical Thinking Leadership Customer Service/Technical Support Startek Philippines Sept. 2016 to Dec. 2017 Addressing customer questions, Processing Orders and Requests Providing Information Educating customers on how to use cable tv, Internet services and equipment effectively. Providing guidance on troubleshooting common issues and maximizing the value of their subscriptions roviding technical support to customers who experience service-related issues. Troubleshooting connectivity problems, resolving equipment malfunctions, and assisting customers with any technical inquiries or concerns.. EXPERIENCE Low Risk Collection Especialist 24/7 Customer Care Philippines Dec 2015 to Jan. 2016 Monitor and manage a portfolio of accounts that are categorized as low-risk. Contact customers through various channels, such as phone calls, or emails, to remind them of outstanding payments and facilitate payments or arrangements. Engage in negotiation with customers to reach mutually agreeable solutions for repayment, which may include modifying payment terms or settlement offers. Customer Service Associate Transcom Worldwide Phils. March 2013 to Dec 2015 Educate customers on how to read and interpret their billing statements, understand charges, and make informed choices about service plans. Investigate and resolve billing disputes or discrepancies promptly and accurately. Maintain accurate customer account records, including billing information, contact details, and service subscriptions. Update account information as necessary, such as changes in service plans or billing preferences. Customer Service Associate TELETECH Customer Care Phils. Dec. 2010 to March 2015 Educate customers on how to read and interpret their billing statements, understand charges, and make informed choices about service plans. Investigate and resolve billing disputes or discrepancies promptly and accurately. Maintain accurate customer account records, including billing information, contact details, and service subscriptions. Update account information as necessary, such as changes in service plans or billing preferences. EDUCATION WESTERN INSTITUTE OF TECHNOLOGY Bachelor of Science in Business Administration Major in Business Management-