Romelyn P.

Managed customer communications through email, WhatsApp, and phone, maintaining professionalism and an average response time of under 5 minutes. Processed service requests and generated daily payment links using Braintree and JP Morgan. Handled inbound and outbound leads, coordinating with airport service providers while updating CRM systems such as Zoho, Excel, and Chatwoot with high accuracy. Ensured extraordinary customer service in line with company standards, consistently meeting response time and quality expectations. Maintained confidentiality regarding client data and payment information. Scheduled meet-and-greet appointments using CRM tools, ensuring all details were accurate and up to date.

Managed and promoted over 20 products within cosmetics, personal care, baby care, and home care categories. Developed strong product knowledge to communicate features effectively, enhancing dealer confidence and sales conversion. Provided personalized support to more than 200 active dealers and customers, adhering to a customer-first approach. Recruited and onboarded between 99 to 150 new dealers each month through strategic sales initiatives. Resolved dealer concerns with a high resolution rate, employing effective problem-solving skills. Conducted weekly training sessions and presented sales performance reports, contributing to the achievement of monthly sales targets. Collaborated with cross-functional teams to improve operational efficiency and communication. Made 30 to 50 outbound calls daily for order follow-ups and relationship management. Organized various monthly events, enhancing dealer engagement and retention. Tracked sales performance with iCheck and Excel, maintaining accurate daily activity reports.

Handled 50 to 75 inbound calls daily regarding health insurance policies, delivering accurate information and high-quality customer service. Resolved complex billing and enrollment issues with a first-call resolution rate exceeding 95%, ensuring adherence to HIPAA standards. Facilitated the reinstatement of 20 to 30 insurance policies weekly by guiding members through necessary verification and payment processes. Maintained compliance with insurance regulations and confidentiality standards at all times. Supported team operations by monitoring performance metrics and attendance for a team of up to 10 agents. Analyzed audit outcomes and suggested process enhancements leading to increased quality scores. Managed team incentive programs, facilitating monthly bonuses to boost performance. Contributed to team productivity and service quality by assisting in coaching and mentoring team members.

Handled 30 to 85 customer interactions each day across phone, email, and support systems to assist with orders, payments, and product inquiries. Resolved order-related concerns such as tracking, delays, refunds, and returns with a high resolution rate, ensuring a positive experience for customers. Processed and expedited 30 to 50 orders daily while addressing post-sales issues in alignment with internal guidelines. Coordinated with delivery drivers and shippers to guarantee timely and accurate order fulfillment. Identified trends to reduce repeat customer issues, contributing to enhanced processes and service delivery. Maintained strict adherence to company policies while managing high-volume customer interactions.