Monaliza Adagio

• Perform software and hardware support and troubleshooting online
• Please provide the best Customer Service to clients by meeting their needs and exceeding their expectations by confirming the resolution process with the client.
• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

• Responsible for the daily operations of the center, including quality control, record keeping, facility management, and meeting performance targets/and company objectives;
  • Responsible recruiting, hiring, and scheduling of Customer Service Representatives;
  • Responsible for the performance management of Customer Service Representatives including all training, evaluating, and reporting.
  • Greet visitors, determine their needs, and direct them accordingly through the reporting process;
  • Communicate the reporting process with clients and explain the necessary information required to proceed;
  • Respond to telephone inquiries or forward callers to the appropriate person or authority;
  • Evaluate whether a collision meets the eligibility requirements to be reported at the collision reporting center (CRC);
  • Verify driver documents (license, ownership, and insurance);
  • Interview drivers to determine collision details and assist them in the initial stages of reporting to Insurance;
  • Data enter information using custom software to produce collision reports for Police, Insurance, and the Ministry of Transportation;
  • Photograph vehicle damage and upload images into collision report; to be done outdoors, in all weather conditions;
  • Organize and co-ordinate workflow between CRC and Police personnel; and
  • Operate a digital scanner to transfer paper documents to a digital file database.
  Other
  • Provide support data entry and assistance as assigned, and when available; and other duties as assigned.

As Sales Advisor:

• Offering a range of products that include, but are not limited to, mobile devices and smart living solutions.
• Activate mobile services across all networks.
• Encourage customers to purchase additional related products.

As Geek Squad Level 3 agent:

• Perform hardware and software troubleshooting services at the store.
• Surpass customer expectations and inform clients about the issues with their computers.

• Handled assigned cases which are APS (Attending Physician Statements) request with high urgency by doing timely follow ups to facilities and providers and emphasizing that the medical records requested plays an essential part in their patient's insurance application.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.

• Worked with managers to ensure achievement of sales, retention and quality targets and KPIs (Key Performance Indicator)
• Monitored reports to highlight redeeming qualities and areas of opportunities with each representative for coaching purposes
• Demonstrate full understanding of current marketing campaigns and have the ability to communicate clearly to clients as well as the management and employees.
• Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
• Championed a customer-centric culture, instilling a strong focus on delivering outstanding service and support across the entire department.
• Reduced churn rate by proactively identifying at-risk customers and implementing targeted intervention measures.
• Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.

As Customer Service (Pre-need Insurance)

• Handling incoming calls from clients regarding their insurance policies is a crucial task.
• Providing assistance to customers regarding their questions about policy details, claims, premiums, and additional services.
• Processing policy changes, updates, and cancellations according to client requests.

Duties as Technical Support:

• Troubleshoot software and hardware components to identify and resolve issues related to network malfunctions or poor internet connectivity over the phone.
• Educating customers about the features of company products and services is essential to minimize technical challenges.

• Process airline reservations and electronic tickets with accuracy, ensuring that airline policies regarding purchases, cancellations, and transfers are clearly explained.
• Addressed issues promptly
• Reissue tickets for both voluntary and involuntary changes.

• Registered sales using POS
• Maintained positive customer experience with fair, friendly, and courteous service
• Resolved customer issues accordingly
• Processed foreign exchange.
• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.