Joye Macon

• Lawfirm ( US Account )
• Proficiency using Microsoft Office
• Inbound and Outbound
• File disability claim / benefit
• Excellent customer service skills
• Screen incoming calls and emails to the law firm
• Review and record potential clients' claims by phone and email
• Submit claims to the attorney and case managers for review
• Schedule appointments between potential clients and legal staff
• Process and file necessary paperwork from the client and legal staff
• Coordinate schedules for clients, lawyers and staff
• Obtain signatures and other essential qualifiers from clients
• Serve as a “friendly voice” of the firm
• Follow-up if there's a survey needed
• Weekly meetings with the attorneys and case managers

• Answered phone calls and provided new clients with required paperwork to initiate service.
• Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
• Completed intake assessment forms and filed clients' charts.
• Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.

• T-Mobile ( US Account )
• Maintaining a positive, empathetic, and professional attitude
toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer
questions.
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions,
comments, and complaints.
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service
process.
• Ensure customer satisfaction and provide professional customer
support.

• Optus ( Australian Telco Account)
• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through
open and interactive communication
• Provide accurate, valid and complete information by using the right
methods/toolsMeet personal/customer service team sales targets and call
handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives
within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file
documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

• T-Mobile ( US Account )
• Manage large amounts of incoming phone calls
Customer Service Representative , iQor Philippines. Clark,
Pampanga
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts
through open and interactive communication
• Provide accurate, valid and complete information by using the
right methods/tools
• Meet personal/customer service team sales targets and call
handling quotas
• Handle customer complaints, provide appropriate solutions and
alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts
and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

• T-Mobile ( US Account )
• Maintaining a positive, empathetic, and professional attitude
toward customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that you can answer
questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions,
comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service
process
• Managing a team of junior customer service representatives
• Ensure customer satisfaction and provide professional customer
support.

• Microsoft ( US Account )
• Remote access customer's computer / laptop
• Investigates and resolves users problems with computer software and hardware
• Fields support calls, chat, email and/or other communication from users with inquiries regarding software programming connectivity printing and similar concerns
• Consults with users to determine steps and procedures taken to identify and resolve the problem
• Applies knowledge of computer software ,hardware procedures to solve problems
• Guides users through diagnostic and troubleshooting
processes which may include use of diagnostic tools and software and/or following verbal instructions
• Collaborates with other staff to research and resolve problems
• Collaborates with programmers to explain errors and/or
recommend modifications in programs
• Arranges service by software or hardware vendors to repair or
replace defective products
• Maintains knowledge of technology innovations and trends •
Performs other related duties as assigned.

• Australian Timehsare Account
• Outbound

• Generate referrals from current clients and other sources such as web and generated lists
• Outbound calling to follow up on older leads informing them of new products and gather contact information, market data, qualifiers and other information from prospects; enter and maintain accurate data in the system
• Nurturing unqualified leads to keep them in the sales cycle
• Provide sufficient follow-up via phone and email
• Guide lead through application process from start to finish
• Data entry of new leads
• Submit Daily and weekly productivity reports

• Collected room deposits, fees, and payments.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Handled financial transactions accurately, ensuring proper billing and payment processing.
• Managed a high volume of calls, directing guests to appropriate departments and services.
• Streamlined reservations process for improved accuracy and guest experience.
• Maintained a clean and organized front desk area, creating a welcoming environment for guests.
• Oversaw and organized calendar to schedule reservations and monitor cancellations.
• Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
• Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
• Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
• Updated guest records with pertinent information to provide personalized service during their stay.
• Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
• Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
• Managed lost and found items to assist guests with retrieving belongings.
• Resolved service-related problems and documented actions in system.
• Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
• Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
• Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.
• Completed late check-ins and directed guests to rooms and facilities.
• Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

• Act as the point of contact among executives employees, clients and other external partners
• Manage information flow in a timely and accurate manner
• Manage executives' calendars and set up meetings
• Make travel and accommodation arrangements
• Rack daily expenses and prepare weekly, monthly or quarterly
reports • Oversee the performance of other clerical staff
• Act as an office manager by keeping up with office supply
inventory
• Format information for internal and external communication -
memos, emails, presentations and reports
• Take minutes during meetings
• Screen and direct phone calls and distribute correspondence
• Organize and maintain the office filing system

• Coordinating and optimizing front- and back-of-house restaurant operations controlling operational costs and promoting efficiency weekly, monthly and annual financial reporting general administration.
• Taking reservations troubleshooting greeting and advising
customers
• Delivering F&B service to satisfy customer expectations fostering
positive customer relations
• Dealing with customer inquiries and complaints ensuring
compliance with licensing health and safety regulations
• Establishing and maintaining policies and protocols proactively
fostering the restaurant's image endeavoring to expand the
restaurant's reach through targeted promotions