Zesara Mae Gutierrez

Zesara Mae Collera Gutierrez Taguig, Philippines-https://www.linkedin.com/in/zesara-mae-/ Personal Profile Customer-focused professional with exceptional communication and relationship-building skills. Experienced in call center, chat, and email support operations. With a proven ability to handle complaints and exceed targets through team collaboration. Committed to the delivery of high service standards and solutions. Core Skills ● ● ● ● Customer service Call center operations Team collaboration Real estate marketing ● ● ● ● Technical support Complaint resolution Business development Client relationships ● ● ● Business development Client relationships Customer engagement Career Summary CSS CORP October 21 2016 - present Technical Chat Support / Customer Service TCL North America / JUSTANSWER.com Outline Work within the technical service support team, to attend to inquiries and resolve problems for customers. The team operates from Mondays to Fridays, from 9AM to 9 PM, Pacific Time. Key responsibilities ● Respond to customers via live chats & email to help them with technical issues about their TV and other appliances. ● Work in compliance with high standard company practices and in accordance with brand requirements. ● Utilize interpersonal, communication, and tool management while providing exceptional technical support and engaging with customers with tailored advice, recommendations, and solutions. ● Employ teamwork by supporting others and exerting effort to contribute. ● Working to meet and achieve KPI's, exceeding targets and client's expectations. ● Flexibility to time-shift change and shifting day schedules. Key Achievements ● Attained exceptional performance levels and quality customer care, both meeting KPI's target. ● Part of the team awarded “Delighting the Client” 5/5 Project Feedback score in HI-2020 ● Attained awards for “Best in Average Call Handling Time Management”, ● Become one of the agents to handle the new project “Retention Team” Makati-BGC Property HUB Real Estate Agent September 16,2019-Present Part- time Outline Worked within the real estate team, comprising more than 20 members, to attend to inquiries such as renting, buying, and selling their properties. Key responsibilities ● Respond to customer emails, chats, and telephone calls to assist them with their inquiries and question about properties ● Helping to develop marketing strategies such as social media posting and developing and designing real estate pages. ● Setting appointments for clients and assisting in property viewing ● Working to meet and achieve commissions Key Achievements ● Received commission for the closed deal of 1-year contract property rental. ● Closed a deal, got a commission for selling an 11 million php property. ● Attained to get the most number of deals within the team. Teleperformance Philippines March 26,2012-July 15, 2016 Reservation Specialist Hilton Hotels Outline Worked within the reservation specialist team, comprising more than 500 members, to attend to inquiries, bookings, cancellations, and reservation. The team operated 24/7. Key responsibilities ● Responded to customers via telephone calls to assist in their inquiries and provide assistance such as booking, modification, cancellation, and reservations. ● Contacted the in house hotel department for some related concerns. ● Utilized interpersonal and communication skills, project tools, and KB in order to provide exceptional service for handling customer reservations. ● Worked to meet and achieve KPI's, while exceeding the client's expectations. Key Achievements ● Attained the award as the agent got the most reservations for the month. ● Part of the hotel desk group that handles for specific hotels in California-Pacific Region St, Australasia, and UK. Technical Knowledge Microsoft Office Tools, Oracle, CRM, Kayako, Dynamics, Five9, ONQ. Education IGCFI Bachelor of Science in Hotel and Restaurant Management References Available upon request