Rachel Ann Francia

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
• Strengthened customer retention by offering discount options and exceptions.
• Resolved customers' escalations.
• Troubleshot, resolved or escalated technical issues based on individual customers' needs.
• Mentored junior team members and managed employee relationships.

• Moderator for the website and mobile application.
• Assessed issues to determine appropriate troubleshooting methods for remediation.
• Communicated with users through e-mail to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
• Worked with developers to address user inquiries or technical issues beyond scope of expertise.

American Express Merchant Service Technical Support Australia and New Zealand

Marsh & Mclennan Companies Australia B2B Certified Australian Insurance Adviser

Tata Consultancy Services Philippines

May 27, 2013 – March 29, 2016

• Provided merchant service technical support (Inbound and Outbound Calls/ E-mail)
• American Express EFTPOS/POS credit card terminal related services
• Handled requests for American Express payment system integration with CRM/Salesforce from all banks in Australia and New Zealand (E-mail / Back Office Support)
• Mobile Insurance Advisor for Optus Mobile Customers
• Explained coverage options to Optus customers about their mobile insurance policies, answering questions or concerns through email and phone calls.

Achievement:

• Top Agent for Customer Service Incentives
• American Express Awardee
• Australian Insurance Certification

Optus Mobile Broadband Australia / EE (T-Mobile UK)

Customer Care and Technical Support

24/7.ai Philippines

October 28, 2009 – April 8, 2013

• Answered calls and responded to customer's billing and mobile internet queries

• Assisted Optus mobile customers with wireless technical issues including their smartphones, routers and portable modems

• Walked Optus customers through common mobile internet hardware and software configurations to maximize service functionality.

• Served as first point of contact for incoming technical service calls for T-mobile UK (now EE)

• Provide customers with product and service information.

Achievement:

• Gold Awardee for VOC (Voice of the Customer)
• Master of Rewards
• Blackberry Tier 2 Technical Support

Dish Network Customer Service Representative

e-PLDT Ventus-Parlance Sys. Inc.

November 03, 2008 - July 2, 2009

• Handled sales and customer service calls relating to television service.
• Assisted customers with billing and basic technical DVR issues.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Educated customers on special pricing opportunities and company offerings.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Achievement:

Versant English Test- Proficient TIN-63854084

Certificate of Recognition for 100% Call

• NBI Scholarship Program
• Magdalo - College Student Publication Member, 2007