Liza Marie V. Saria
Beaumont,CA
Summary
Customer Service Specialist with comprehensive understanding of customer relation and retention with strategic decision making. Skills include data analysis, problem-solving, and the ability to communicate complex ideas in a clear manner. Proven track record in identifying potential risks, implementing mitigation strategies, and achieving business objectives. Distinguished for driving operational efficiency through effective crm processes.
Overview
10
10
years of professional experience
Work History
Home-based Online ESL Tutor
Acadsoc
Manila , Philippines
10.2021 - 05.2022
- Developed and implemented lesson plans to teach English as a Second Language to adult students.
- Provided individualized instruction, assistance and support to ESL learners in the areas of grammar, pronunciation, writing, reading comprehension and conversation.
- Created an engaging environment that fostered learning by using different techniques such as role playing activities, games and multimedia presentations.
- Advised parents on how best to help their children improve their English proficiency.
- Attended meetings with school administrators regarding curriculum changes or updates.
Risk Management Associate
Helpmates Staffing
Anaheim , CA
01.2020 - 03.2020
- The role is a seasonal position as an Associate in Risk Management Services at Datafied, provided through the staffing agency Helpmates.
- Coordinated with functional departments to ensure that all risks are addressed in a timely manner.
- Maintained up-to-date patient records of risk assessment activities and results.
- Evaluated current practices in order to recommend improvements to reduce operational costs while maintaining a high level of customer service.
- Analyzing healthcare practices and processes to identify potential risks and opportunities.
- Patient retention, while maintaining healthcare provider relationship.
Remote Call Center Representative
Narrate LLC
Costa Mesa , CA
10.2019 - 12.2019
- Conducted outbound calls to potential customers in order to generate sales leads.
- Built relationships with clients through effective communication and customer service.
- Followed up on inquiries from potential customers in a timely manner.
- Provided product information, pricing details and special offers to interested customers.
- Assisted customers with product selection based on their needs and preferences.
- Recorded customer contact information, sales activities and other relevant data into company database system.
Customer Service Generalist
Amazon
Manila , Philippines
10.2018 - 02.2019
- We are the first line of contact for Amazon customer services.
- Retention, Logistics, and Resolution Specialist through inbound and outbound calls, with chat and email support.
- We provide optimal overall customer experience, from order-related concerns to technical support.
- Assisted customers with product selection, providing detailed information about product features and benefits.
- Identified potential opportunities to upsell additional products or services to customers based on their needs.
- Provided excellent customer service by addressing customer concerns in a professional manner.
Customer Sales Representative
VXI Global
Manila , Philippines
04.2018 - 09.2018
- Customer Service, Retention, and Up-selling. Organize customer service profile, modify order information, set appointments for installation, and resolve customer's issues with less projection on cancel rate, acquiring customer trust and expectations. Moderating to perform 100% offer rate on up-selling products like wireless, mobility, and DirecTV now. Maintain good quality of metrics and team's monthly target.
- Collaborated with other departments such as marketing, operations, and logistics to ensure successful delivery of products or services.
- Ensured compliance with all relevant regulations when selling products or services.
- Attended weekly team meetings to discuss upcoming projects and challenges.
Customer Care Specialist
Forever 21
Manila , Philippines
05.2015 - 01.2016
- Inbound and Outbound customer care. We are the first line of contact for the brand, whether it is about choosing an item, placing an order, searching for an order, complaints about a recent purchase, returns/replacements, lost package, online assistance, locating a physical store, and more about the retail industry. We hand off the utmost attention to detail for our customers.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Generated reports based on customer data to identify trends and areas of improvement.
- Tracked order status updates from vendors in order to provide accurate delivery estimates to customers.
Customer Sales Support Representative
Concentrix
Manila , Philippines
09.2012 - 12.2014
- Provided outstanding customer service and support to clients via phone, email, and chat.
- Credit and Collection Representative, Lead Generation Specialist, Appointment Setter, and Customer Retention.
- Provided global customer services to clients, such as Citi Brands. Handled inbound/outbound calls to assist credit card holders.
- Updating client data, providing balance transfer, and collecting debts. Support borrowers to understand their specific card. Set appointments for retention and resolution notification package.
- Provide global customer services to clients, such as Dell Tech's LOB, named as Customer Outreach Program. Manages customers' concerns on previous technical support, assistance regarding sales queries or dispatches, and maintains workload balance for technical support teams like Appointment Setting across the USA.
- Consolidates customers' trust within the account handled, such as customer retention, mainly voice and email support for retention.
- Provide global customer services to clients, such as UkPrize.co.uk, an online British competition website, in collaboration with different business partners. Mainly performs as an Outbound Consultant for Lead Generation on B2C and B2B campaigns.
Education
Associate of Science - Medical Transcription
University of Perpetual Help
Manila Philippines03-2007
High School Diploma -
San Sebastian College Recolletos
Cavite, Philippines03-2000
Some College (No Degree) - Physical Therapy (Pre-Physical Therapy)
De La Salle University
PhilippinesSkills
- Account updating
- Data Collection
- Information Security
- Appointment Scheduling
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Complaint resolution
- Conflict Mediation
- Product Promotion
- Live chat support
- Exchange coordination
- Call Center Operations
- Customer Service
- Refunds processing
- Brand representation
- Business development understanding
- Order Processing
- Call escalation
- Lead Generation
- Credit adjustments
- 10-Key
- Customer RMA management
- Customer Education
- Executive management support
- Multi-line telephone operations
- Typing proficiency
- Computer Proficiency
- Microsoft Office Suite
- Support case resolution
- Order Fulfillment
- Training development aptitude
Languages
Tagalog (Filipino)
Native/ Bilingual
Accomplishments
- Over-all Champion and Team Leader in a group college activity on Radiologic Technology Health Care Studies 2004.
- Quarterly Top Agent at Stream Global Solutions 2012-2013.
- Highest LPA and Best in QA at Concentrix 2014-2015.
- Top Sales Agent MTD at VXI 2017-2018.
- Top Agent in NPS at Amazon Global Services 2018-2019.
Affiliations
- Group Member in La Sallian Pointes n Flexes Dance Company (DLSU-2002)
- Medical Transcription on the job training (UPHD -2007)
- Leadership training and Discipleship training (Youth for Christ)
- Business Development and Real Estate Marketing (Dalta Properties)
- Call Center Trainings with Specific Product Trainings
- Affiliate Social Media Marketing
References
References available upon request.
Timeline
Home-based Online ESL Tutor
Acadsoc
10.2021 - 05.2022
Risk Management Associate
Helpmates Staffing
01.2020 - 03.2020
Remote Call Center Representative
Narrate LLC
10.2019 - 12.2019
Customer Service Generalist
Amazon
10.2018 - 02.2019
Customer Sales Representative
VXI Global
04.2018 - 09.2018
Customer Care Specialist
Forever 21
05.2015 - 01.2016
Customer Sales Support Representative
Concentrix
09.2012 - 12.2014
Associate of Science - Medical Transcription
University of Perpetual Help
High School Diploma -
San Sebastian College Recolletos
Some College (No Degree) - Physical Therapy (Pre-Physical Therapy)
De La Salle University
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