Account Retention Specialist
SPi Global CRM Inc
Total years of experience :3 years, 5 Months
➢ SPi Global CRM Inc. (Formerly: ePLDT Ventus Inc.)
418 Libertad cor, Arayat St. Mandaluyong City, 1550, Philippines Trunkline: 6325356700
Account Specialist (Loyalty Retention Group) Nov. 2013 - Present
• Maintain excellent knowledge of our portfolio of products and services in order to understand customers' needs
• Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
• Identify opportunities to turn dissatisfied customers into happy customers.
• Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Report regularly to team leader on all activities relating to the role.
Advanced Customer Service Representative Oct. 12, 2011 - Oct. 2013
• Handle customer inquiries, complaints, billing questions and payment extension/service requests, troubleshoot technical issue over the phone and sales.
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Customer Care Specialist March 26, 2011 - October 11, 2111
• Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
June 2003-Mar. 22, 2007 DE LA SALLE UNIVERSITY - DASMARIŇAS Bachelor of Arts, Major in Psychology
June 1999- Mar 2003 Mary Help of Christian Montessori School Margarita St. Pasong Tala. Dasmariñas, Cavite Secondary Education