Charmaine P.
Mid-Level Customer Service Team Leader
Open to offersNew to PlatformAbout
Charmaine P. is a seasoned Freelance Virtual Assistant based in Mandaue City, Cebu with extensive experience in customer support, administrative tasks, and data management, operating effectively in remote environments. Her career began at Live 2 Sell Group as a Telesales Executive, where she excelled in outbound calls and lead generation. She then advanced to Telemarketing Associate at Demand Science Inc., specializing in data analytics and consistently meeting KPIs. At Metrics Call Services, Charmaine served as both a Customer Service Representative and Call Center Team Leader, where she honed skills in customer service management, email support, and CRM updates. Her leadership improved team productivity and customer satisfaction. Proficient in tools such as Google Workspace and CRM platforms like Zendesk and HubSpot, Charmaine is recognized for her professionalism and ability to work with minimal supervision, making her a reliable asset for administrative and customer-facing roles.
Experience
Customer Service Representative
Metrics Call Services · 2019 — 2023Handled email support for e-commerce and customer assistance, managed email inboxes, and scheduled client appointments. Responded to customer inquiries professionally via chat and email, performed data entry, conducted research, and prepared reports while organizing files and maintaining updated records.Call Center Team Leader
Metrics Call Services · 2023 — PresentSupervised a team of customer service agents and provided email support for e-commerce and customer assistance. Monitored performance metrics to ensure quality standards, managed escalations, and efficiently resolved customer issues. Conducted coaching sessions, reporting, and scheduling, while enhancing team productivity and customer satisfaction scores.Telemarketing Associate
Demand Science Inc. · 2018 — 2019Engaged in lead generation and outbound calling while supporting data analytics and outsourcing efforts. Acted as a verifier and consistently met KPIs in a fast-paced environment.Telesales Executive
Live 2 Sell Group · 2016 — 2018Conducted outbound calls and generated leads while providing excellent customer support via phone and email. Maintained accurate documentation and performed CRM updates.
Skills & Expertise
Education
- High school graduate (old curriculum)Labogon National High School · 2010 — 2010
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