Laarni Jill Salang
Sherbrooke,Canada
Summary
Motivated and driven customer service advocate along with technical expertise in different fields leading to years of experience handling different accounts. Efficient communication skills along with knowledge in different systems, analytical thinking and attention to detail leading to achieve personal and organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Microsoft 365 Technical Advisor
Sherweb
09.2021 - Current
- Analyze and resolve technical issues related to our Microsoft products and services, notably Office 365
- Contact customers and offer support in renewing M365 expiring subscriptions
- Troubleshoot technical issues related to M365 Office apps
- Proactively and comprehensively document customer issues in ticketing systems
- Deliver and follow up on problem resolutions to provide customer satisfaction.
Senior Customer Service Officer
Emapta Versatile Services
11.2015 - 07.2021
- Prepares report based on Warehouse Management System regarding stock inventory, supplier deliveries, logistics etc
- As Subject Matter Expert, support onboarding and provide training to new team members
- Complete administrative tasks such as order processing and status updates
- Proactively manage the execution of complex order scenarios requiring the smooth interaction of various functional areas within the business.
Customer Service Rep.
MicroSourcing
09.2014 - 09.2015
- Respond to customer enquiries in a timely manner with appropriate documentation
- Effectively take action to follow up, investigate and resolve customer issues and complaints
- Liase with internal and external support groups, suppliers, freight companies to answer queries
- Provide accurate information to customers in line with policies and procedures.
Customer Service Rep.
Teleperformance
03.2014 - 09.2014
- Processes flight reservations, amends schedules, answers questions about prices and other airline information that help customers book travel plans
- Provide resolution for those customers affected by flight delay or cancellation
- Ensuring compliance with security protocols and procedures
- Maintaining knowledge of airline policies and regulations.
Spa Receptionist
Pace e Luce Salon
05.2010 - 05.2012
- Book and confirm appointments via phone and email
- Greets clients and walk them to the assigned beauty station
- Manages front desk operations, including office organization, payment processing, and calendar management
- Welcome walk-ins, answer questions about services, cross-sell products
- Assists in basic waxing, facial, foot massage, etc.
Hotel Receptionist
Mashtan Hotel Mgt
02.2009 - 05.2010
- Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages, quoting hotel rates and jotting down reservations
- Perform administrative support tasks such as maintaining records and invoices
- Maintain and update customer bills, double checking guest folios in the system
- Oversees and manages front office as well as general administrative functions.
Call Center Associate
Convergys Phils.
08.2006 - 01.2009
- Manage large amounts of inbound calls in timely and professional manner
- Providing product details, service offerings and other relevant information
- Identifying opportunities to upsell and cross-sell products to increase revenue
- Completing orders by recording purchases and other pertinent details.
Education
Bachelor of Arts, Mass Communication -
Ateneo de Davao University
Skills
- Microsoft Office 365
- Google Suite
- FreshDesk
- Warehouse Management Systems
- SAP
- New Skies
- JAVA applications
- Effective communication skills
- Problem-solving
- Attention to detail
- Time-management
Certification
- WES (World Education Services) Ref # 3277642IMM – Canadian Equivalency
- Microsoft 365 Fundamentals (MS 900), MS0990726846
- Civil Service Professional Eligibility
- Getting Started as a Leader Training Program
- Situational Coaching and Mentoring Training Program
- LinkedIn Learning Sales Training Certificates
- Alison Empower Fundamentals of Cosmetology
Timeline
Microsoft 365 Technical Advisor
Sherweb
09.2021 - Current
Senior Customer Service Officer
Emapta Versatile Services
11.2015 - 07.2021
Customer Service Rep.
MicroSourcing
09.2014 - 09.2015
Customer Service Rep.
Teleperformance
03.2014 - 09.2014
Spa Receptionist
Pace e Luce Salon
05.2010 - 05.2012
Hotel Receptionist
Mashtan Hotel Mgt
02.2009 - 05.2010
Call Center Associate
Convergys Phils.
08.2006 - 01.2009
Bachelor of Arts, Mass Communication -
Ateneo de Davao University
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