Aubrey A.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Aubrey A. is a seasoned Customer Service Professional with over 7 years of experience in the domains of support, quality analysis, training, and client success. At Teleperformance, she excelled as a Customer Service Representative, delivering outstanding support via phone, email, and chat, which honed her skills in technical troubleshooting and resolving customer complaints. Her role expanded into training, where she developed comprehensive materials and facilitated sessions to enhance service skills and product knowledge. As a Quality Assurance Analyst, she ensured adherence to quality standards and provided critical feedback to improve service delivery. Transitioning to Fireproof Marketing, Aubrey proved her capabilities as an Appointment Setter, effectively scheduling sales meetings through strategic cold calling. Currently at Osome, she serves as an Accounting Client Success Associate, strengthening client relationships through proactive communication and timely information management, furthering her impact in ensuring service efficiency and compliance.
Experience
ACCOUNTING CLIENT SUCCESS ASSOCIATE
Osome · 2025 — 2026Supported bookkeepers, accountants, and the renewals team by reaching out to clients to gather necessary documents for accounting and bookkeeping services. Ensured timely follow-ups and maintained clear communication to secure the required information within deadlines. Fostered strong client relationships through professional and responsive service, contributing to effective workflow and compliance through accurate document submission.APPOINTMENT SETTER / COLD CALLER
Fireproof Marketing · 2024 — 2025Performed outbound calls to potential clients, introducing services and fostering interest in marketing solutions. Organized and scheduled qualified appointments for the sales team using CRM tools, ensuring leads were tracked accurately. Established rapport with prospects through professional communication, maintaining a consistent call volume while achieving appointment-setting objectives.Customer Service New Hire Trainer (Product & Processes)
Teleperformance · 2022 — 2024Conducted training for new hires and current employees on customer service techniques, product knowledge, system use, and organizational policies. Evaluated performance to identify training needs and offered tailored coaching to support development. Produced engaging training materials that adhered to both client and company standards while enhancing employee performance and customer satisfaction through effective knowledge dissemination.QUALITY ASSURANCE ANALYST
Teleperformance · 2023 — 2023Reviewed and assessed customer interactions to ensure adherence to quality benchmarks and client expectations. Identified trends and underlying causes of quality concerns, proposing practical enhancements. Evaluated agent performance against set quality metrics, providing thorough feedback, and collaborated with operations and training teams to advance service quality and overall performance.CUSTOMER SERVICE REPRESENTATIVE (Phone/Chat/Email Support)
Teleperformance · 2019 — 2022Provided outstanding support to customers via phone, email, and live chat, assisting with inquiries related to products and services as well as technical troubleshooting. Managed customer complaints effectively, focusing on achieving high satisfaction and first-contact resolution. Utilized empathy and active listening to fully understand and resolve customer issues, while delivering clear information about products, services, policies, and procedures.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Financial ManagementHoly Cross Davao College · 2021 — 2022
- Senior High SchoolSt. Mary’s College of Tagum · 2017 — 2019
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