Wilner Dicang Amos

Greetings! I've been working within the past 4 years in the Business Process Outsourcing industry and these resulted for me to incur various skills. 

One of my specialization is with telemarketing where my main role was to discuss different products and services with prospective customers, process bookings with time frames, contact customers for booking renewals. 

I've also specialized as a customer service representative under a Tier II account(specifically eBay). My core functions or core responsibilities while under this account are as follows:

-Ensure service delivered to our customers meets contractual Key Performance Indicators

-Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking

-Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

-Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

-Maintain broad knowledge of client products and/or services

-Prepare complete and accurate work including appropriately notating accounts as required

-Participate in activities designed to improve customer satisfaction and business performance

-Offer additional products and/or services

-Track, document and retrieve information in call tracking database

I have worked with various teams and people where I interact effectively which made me a team player, I was and am still willing to share and receive information in order to support group decisions. I set and maintain high performance standards to achieve and if possible go beyond both individual and team goals.

All the information stated above are true with the best of my knowledge and I am willing to share my areas of expertise in order to provide satisfaction to respective customers and profit towards clients.