ERICA ANGELA CORNELIO
Guelph,ON
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
TTEC
Sta. Rosa , Philippines
09.2022 - 03.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Sr. Agent Specialist
IQOR
Sta. Rosa, Philippines
06.2021 - 08.2022
- Monitored call center performance metrics such as average wait time, abandon rate, and customer satisfaction scores.
- Provided technical support to customers experiencing difficulties with products or services.
- Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
- Maintained a high level of professionalism when interacting with customers via phone, email, or chat.
Senior Sales Advisor
Concentrix
Nuvali, Philippines
02.2019 - 06.2021
- Developed and implemented sales strategies to exceed monthly targets.
- Maintained a high level of customer service excellence in all interactions with clients.
- Assisted in the development of promotional materials for products and services.
- Managed customer relationships by providing timely responses to inquiries and requests.
- Ensured compliance with company policies related to sales activities.
- Resolved customer complaints in an efficient manner while preserving customer loyalty.
- Utilized CRM software systems for tracking customer information and managing sales pipelines.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Managed and retained existing client accounts.
- Made outbound sales calls to contact prospective leads, using effective communication skills.
Dental Assistant
Aguilar TMJ-Ortho Dental Clinic
Sta. Rosa, Philippines
01.2011 - 06.2011
- Assisted dentist in providing dental treatment to patients, including taking patient medical histories and vital signs.
- Prepared dental materials such as amalgam, composite resin, impression material and cements for use by the dentist.
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Educated patients on proper oral hygiene techniques and habits.
- Maintained a neat, clean and organized environment throughout the office.
- Conducted routine maintenance of equipment used in dentistry operations.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Sterilized instruments according to established guidelines and protocols.
- Kept accurate records of dental treatments provided for each patient's visit.
- Provided support services such as stocking rooms with supplies, cleaning trays and changing linens between patients.
- Greeted patients upon arrival at the office and escorted them to an examination room.
- Assisted in laboratory procedures such as mixing impression materials or pouring casts from impressions taken by dentists.
Education
Some College (No Degree) - Caregiver
Calamba Doctors College
Laguna PhilippinesHigh School Diploma -
The Sisters of Mary School
Cavite, PhilippinesSkills
- Call Management
- Consultative Sales
- Data Collection
- Product Knowledge
- Appointment Scheduling
- Report Generation
- Complaint resolution
- Call center experience
- Inbound and Outbound Calling
- Record preparation
- Refund management
- Microsoft Office Suite
- CRM Software
- Technical Support
- De-Escalation Techniques
- Active Listening
- Hospitality and accommodation
- Product and service solutions
- Call center procedures
- Microsoft Office expertise
- Customer Education
- Positive and professional
- Problem-solving abilities
- Credit card payment processing
- Support case resolution
- Problem Resolution
Languages
English
Professional
Tagalog
Professional
Accomplishments
- Top 1 Insurance sales.
- Received 100% score in customer satisfaction
Timeline
Customer Service Representative
TTEC
09.2022 - 03.2024
Sr. Agent Specialist
IQOR
06.2021 - 08.2022
Senior Sales Advisor
Concentrix
02.2019 - 06.2021
Dental Assistant
Aguilar TMJ-Ortho Dental Clinic
01.2011 - 06.2011
Some College (No Degree) - Caregiver
Calamba Doctors College
High School Diploma -
The Sisters of Mary School
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