JVD Beach, Martisan

Bacong, Negros Oriental

****

097********

Skype ID: kimfab06

acvwu7@r.postjobfree.com

KIMBERLY SARNO FABILLAR

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highly motivated, competent, and has the eagerness to learn more. A Bachelor of Science in Accountancy degree holder. Knowledgeable in Microsoft office, Excel, PowerPoint, and can speak English, Cebuano and Filipino.

SKILLS & ABILITIES

SALES

-Surpassed all sales goals by 25% for a cable provider in the US (Comcast).

-Awarded by the Company as the Top Seller of the Year.

-Received 6 consecutive Top Agent of the Month Awardee for achieving 100% Voice of the Customer Survey and for hitting the metric consistently.

-Closed more or less 55 sales per month for the three line of business our company offers such as cable, internet, phone and home security service.

Promoted to Assistant Supervisor after 11 months.

Handle an agency, manage my own agents and team and communicate to different clients to offer services for the company

WORK EXPERIENCE

COMCAST COMMUNICATIONS

Billing Specialist/ Customer Sales Representative

2011-2012

-Responded to and handled customer complaints and inquiries in a timely manner

-Multi-tasked systems while providing service and resolving customer issues, upgrades, etc.

-Received several 100% customer feedback ratings

-Explain the charges showing on the customer’s billing statement and pacify irate customers asking for payment extension to extend their service.

-Pitched sales and upsell the services that we offer such as cable, internet, phone or home security to qualified customers.

-Provided best customer service experience by making sure proper resolutions are provided to ensure customers won’t be calling back about the same issue

-Helped customers do basic troubleshooting for technical issues with their cable or internet service.

COMCAST

Assistant Supervisor/ Subject Matter Expert

2012-2014

-Promoted after 11 months of being a consistent Top Agent hitting 100% VOC or customer survey and passing all metrics implemented by company

-Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.

-Answered escalated calls such as supervisory calls and or managerial calls when customers have complaints and pacify irate and challenging customers by addressing their issues properly and offering them help that they need.

-Did one on one coaching with each agents to monitor agent’s performance and focus on each areas of opportunities by setting goals for each agents and for the team to improve and perform.

WEIGHT WATCHERS

Email Engagement Specialist

-Cross trained to handle an offline account as the same time handle a team to work for a weight loss company in US and Canada.

-Assisted members on the weight loss program by email with inquires about the program as well as details instructions on navigating the mobile application used to monitor their weight.

-Helped members troubleshoot mobile application used to track records of their weight

-Cancel programs for successful members who achieved desired weight

-Able to respond to 300 emails per day and maintained quality responses to every members

HOME PROPERTY MANAGEMENT

Real Estate Virtual Assistant

-Received inbound calls from leads looking for properties available for lease

-Pre-qualified leads who are interested in leasing a specific property and made sure they pass the requirements for leasing a property

-Did background check and examine the documents submitted by leads to ensure that rules from Home Property Owners are strictly followed

-Communicated with Property Manager for appointments set to view the property

B2B APPOINTMENT SETTER/TELEMARKETER

Live Web Basket

-Made outbound calls to small business in the US to offer a package to create a website and set up Chat Support

-Talked to decision makers, most of the time the owners of the business or the manager and transfer the prospect leads to the Specialist who will help them set up the website

-Able to close 2 sales per day

THUMBTACK INC.

Data Entry Specialist

-Gather leads of information such as email, phone number, address

BIBO OPPORTUNITY INC.

Online English Tutor

-Conducted 25-minute class mostly Japanese students through Skype

-Assessed student’s level of understanding the lessons being conducted and helped them improve their communication, speaking, listening and writing skills by providing materials to be used during the lesson

-Made lesson notes about the topics discussed during the class and provided feedback about student’s performance. Site areas of improvement and provided tips to improve

-Being enthusiastic and used different techniques in teaching every students to make sure they learn new things and encourage to ask questions during class discussion

MAX FREELANCE OUTSOURCING

Staffing Manager

-Handle an agency, manage my own agents and team and communicate to different clients to offer services for the company

EDUCATION

SAINT PAUL UNIVERSITY DUMAGUETE

Bachelor of Science in Accountancy

REFERENCES

RIA ABSIN, SUPERVISOR TELETECH COMPANY

ROBERTO OZOA, SENIOR OPERATION’S MANAGER TELETECH COMPANY

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