Irene Carpentero
Bangkok,Thailand
Summary
Persuasive professional with impressive track record in prompt escalation and resolution of customer queries. Drives success by coordinating internal teams to meet clients needs. Passionate about contributing to creation of world class customer service function.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Senior Customer Success
Manatal Ltd
Bangkok
02.2022 - Current
- Advanced troubleshooting: Resolving complex technical issues and providing in-depth product knowledge.
- Customer escalation: Handling escalated customer concerns, acting as a liaison between customers and internal teams.
- Customer training: Conducting training sessions and workshops for new and existing customers.
- Customer retention: Building strong customer relationships and identifying opportunities for upselling or cross-selling.
Team Leadership and Development - Team management: Overseeing and mentoring a team of customer support representatives.
- Performance management: Setting goals, providing feedback, and conducting performance reviews.
- Knowledge transfer: Sharing expertise with the team and ensuring knowledge base is up-to-date.
- Process improvement: Identifying opportunities to improve customer support processes and efficiency.
Account Specialist (Roadside Assistance)
Allianz
04.2017 - 01.2021
- Inbound call management: Handling incoming calls from customers requesting roadside assistance.
- Needs assessment: Determining the nature of the roadside emergency (flat tire, lockout, jump start, etc.).
- Information gathering: Collecting essential details from customers, such as location, vehicle information, and contact details.
Policy verification: Checking customer eligibility for roadside assistance services based on their policy terms. - Service dispatch: Coordinating with service providers to dispatch appropriate assistance to the customer's location.
Status updates: Providing regular updates to customers on the progress of their service request. - Issue resolution: Resolving customer inquiries and complaints promptly and professionally.
Telstra Relocation Case Manager
Telstra
06.2014 - 04.2017
- Understanding customer needs: Assessing customer requirements based on their new location, service preferences, and equipment.
- Service transfer: Coordinating the transfer of existing services (internet, phone, mobile, etc.) to the new address.
- New service setup: Assisting customers in selecting and setting up new services as required.
- Equipment management: Arranging for the delivery or collection of equipment as needed.
- Fault resolution: Troubleshooting any issues encountered during the relocation process.
- Order processing: Efficiently processing relocation requests and ensuring timely service activation.
- System updates: Updating customer records with new address and service details.
- Coordination with technicians: Scheduling technician appointments for installations or repairs.
- Documentation: Maintaining accurate and up-to-date records of customer interactions and service changes.
- Proactive communication: Keeping customers informed about the relocation process and providing timely updates.
- Problem resolution: Addressing customer concerns and finding solutions promptly.
- Customer retention: Building strong customer relationships and promoting additional services.
- Compliance: Adhering to company policies, procedures, and regulatory requirements.
- Teamwork: Collaborating with other departments to ensure smooth service delivery.
- Continuous improvement: Identifying opportunities to enhance the relocation process.
Inbound Sales Associate
Genpact Philippines (LexisNexis)
08.2012 - 06.2014
- Handling incoming inquiries from various channels (phone, email, web forms)
- Qualifying leads based on predetermined criteria
- Understanding customer needs and pain points
- Developing a deep understanding of LexisNexis products and services
- Articulating product benefits and value propositions effectively
- Guiding prospects through the sales process
- Demonstrating product features and benefits
- Overcoming objections and building rapport
- Establishing strong relationships with potential customers
Providing excellent customer service
Following up on leads and nurturing relationships - Meeting or exceeding sales quotas and KPIs
- Contributing to overall team sales performance
- Accurately updating CRM with customer information and sales activities
- Generating sales reports and analyzing sales data
- Upselling and Cross-Selling: Identifying opportunities to sell additional products or services
- Sales Support: Collaborating with sales teams to support sales efforts
Market Research: Gathering market intelligence and competitive information
Client Support Specialist
Convergys Philippines (Sprint)
02.2010 - 08.2012
- Handling customer inquiries: Responding to customer questions about billing, plans, features, and services.
- Troubleshooting technical issues: Resolving issues related to network coverage, device malfunctions, and service interruptions.
- Processing orders and changes: Assisting customers with activating new lines, upgrading devices, changing plans, and adding features.
Managing billing disputes: Investigating and resolving billing errors or discrepancies. - Identifying customer needs: Understanding customer requirements and preferences.
- Promoting products and services: Offering additional products or services that meet customer needs.
- Handling customer complaints: Resolving issues promptly and effectively to maintain customer loyalty.
- Using customer relationship management (CRM) systems: Inputting and updating customer information.
- Navigating internal systems: Accessing account information, troubleshooting tools, and knowledge bases.
- Adhering to company policies and procedures: Following guidelines for customer service interactions and data privacy.
- Upselling and cross-selling: Recommending additional products or services to increase revenue.
- Escalating complex issues: Referring customers to higher-level support when necessary.
- Meeting performance metrics: Achieving targets for customer satisfaction, call handling time, and sales.
Education
Bachelor of Science - Business Administration
University of San Carlos
Philippines 04.2003 - 05.2008
Skills
- Customer Support: Senior Customer Success, Email Management, Service Tickets, Conflict Resolution
- Technical Proficiency: Microsoft Office Suite, HubSpot, Legacy Tools, CRM Software
- Interpersonal Skills: Adaptability, Problem-Solving, Customer Advocacy, Positive Attitude
- Time Management: Excellent organizational skills and proactive task completion
- Client communication
- Customer demographics understanding
- Brand development
- Market research expertise
- Sales and marketing strategy
- Problem-solving
- Communication skills
- Resourcefulness
- Upselling
Certification
- WES Digital Badge, 01/01/20, Validated international academic qualifications through World Education Services.
- LinkedIn Building Resilience, 03/01/19, Developed skills in stress management and emotional intelligence.
- Alison Microsoft Digital Literacy - IT Basics, 03/01/17, Enhanced proficiency in IT and productivity programs.
Languages
English
Advanced
Filipino
Proficient (C2)
Personal Information
- Title: Senior Customer Support Executive
- Gender: Female
- Nationality: Filipino
Hobbies
- Muay Thai
- Reading
- E-Learning
- Investing
- Cooking
Timeline
Senior Customer Success
Manatal Ltd
02.2022 - Current
Account Specialist (Roadside Assistance)
Allianz
04.2017 - 01.2021
Telstra Relocation Case Manager
Telstra
06.2014 - 04.2017
Inbound Sales Associate
Genpact Philippines (LexisNexis)
08.2012 - 06.2014
Client Support Specialist
Convergys Philippines (Sprint)
02.2010 - 08.2012
Bachelor of Science - Business Administration
University of San Carlos
04.2003 - 05.2008
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