Dynamic Customer Care Representative with 95% FCR and 4.8/5 CSAT

JILLIAN DANIELLE GALVEZ

Virtual Assistant

Jasmin, Marulas, Valenzuela *********************@*****.*** 962-***-**** Dynamic Customer Care Representative with over a year of experience in high-volume call centers, excelling in data entry and email-chat support. Proven track record in achieving a 95% first-contact resolution rate and maintaining an average CSAT score of 4.8/5, skilled in utilizing CRM systems effectively. Ready to leverage proactive problem-solving skills and a collaborative approach in support roles.

PROFESSIONAL EXPERIENCE

Teleperformance, Vertis North

Customer Care Representative

Handled approximately 40 inbound calls per shift with a 95% FCR and exceeded SLA by 12%.

Logged 100+ daily cases in CRM with accurate, timely documentation.

De-escalated complaints using active listening, maintaining a 4.8/5 CAT score.

Built weekly dashboards to track metrics and cut repeat issues by 15%.

Conducted weekly RCA on escalations, reducing repeat complaints by 15%. Freelance / Remote

Cold Caller / Salesfront Representative - SEO Services

Conducted an average of 80-120 outbound sales calls per day to small and mid-sized businesses, introducing SEO solutions designed to improve online visibility and customer acquisition.

Persuaded business owners by presenting clear value propositions, resulting in a 25% lead conversion rate and exceeding weekly sales quotas by up to 30%.

Performed needs analysis to identify website and ranking issues, tailoring pitches to each client's industry and current digital presence.

Managed objections and handled gatekeepers effectively, maintaining a professional, persuasive, and customer-focused approach during every call.

Coordinated with the SEO fulfillment team to ensure accurate handoff of qualified leads and smooth onboarding for newly closed clients.

Logged and updated all call outcomes and lead statuses in CRM, maintaining 100% accuracy for reporting and follow-up. SKILLS

● Communication Skills: Client Communication,

Email Management, Drafting, Active Listening,

Customer Support, Managing Objections

● Technical Skills: Google Workspace, Drive,

Sheets, Gmail, Microsoft Office Suite, CRM

Platforms, Scheduling Tools, Data Entry, Ticket

Triage

● Content Creation Skills: Social Media Content

Creation, Research, Presentation Skills

● Process Improvement Skills: Escalation, Process

Improvement, Quality Assurance, Conducting

Root Cause Analysis (RCA), Building Dashboards

● Sales Skills: Outbound Sales Calls, Needs Analysis, Persuasive Communication, Lead Conversion, SEO

Solutions, Closing Clients

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