Account Specialist and Subject Matter Expert
TDCXPhilippines
Total years of experience :5 years, 3 Months
**Recognized as the Top Subject Matter Expert (SME) for Q1 of 2022**
• Pioneered development of improved system for following up with unsatisfied merchants, reducing merchant churn by 6%.
• Proposed FAQ’s list to help direct and aggregator merchants solve basic issues. This was approved by the management and integrated in the system.
• Provided quality customer service by answering incoming calls regarding a wide range of questions and inquiries such as payouts, account cancellations, systems issue, integration, and other disputes.
• Act as first contact point for any merchant’s concerns and issues.
• Assist merchants in contacting acquiring banks for any related matters.
• Coordinate calls between merchant’s stakeholders and Stripe at key milestones, to move forward with solution deployment efficiently.
• Drives solution of customer complaints by solving it directly or assigning tasks to other function.
• Monitor online customer feedback and be the main point of contact for all internal website queries.
• Highlight any website issues and recommend improvements to enhance customer experience.
• Handled 70-80 emails per day.
• Responds to customers queries in a timely and accurate way via email or chat.
• Documented each customer's question or problem as well as the resulting answer or solution.
• Arranged resolution of customer support issues that can't be resolved by first line support.
• Assisted in training new agents about products, services, compliance, policies, escalation, and procedures within the production floor.
**Top 1 Trustpilot Superstar for getting the most number of positive review in Trustpilot**
• Handled 80-100 calls per day.
• Delivered a broad range of customer service inquiries such as billing, general care, phone activation, technical and retention.
• Followed communication procedures, guidelines, and policies.
• Maintained customer loyalty by delivering fast, friendly, and knowledgeable service on each interaction.
• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to deliver strategic solutions for each complaint.
• Offered new products solutions that will bring cost savings to the customers.
Former Public Relations Officer of Junior People Management Association of the Philippines (JPMAP)