Roan Flores

Work Experience

Total years of experience :20 years, 11 Months

Customer Service Executive at Better Homes LLC

United Arab Emirates - Dubai
My current job since June 2010

Customer Service Executive
October 23, 2011 - Present
o Carry out several tasks at the same time:
 Handle the large volume of inbound/outbound calls and emails at any given time from/to potential/existing clients, tenants/landlords and investors regarding property inquiries, requests, or complaints;
 Screen the client’s requirement and appropriately answer/forward the call/email to the respective consultant(s)/department(s).
 Ensure that: telephone lines are available, complaints and concerns are attended speedily and satisfactorily, correspondence generated is in accordance with the established company guidelines.
 Regularly liaise with marketing division so as to convey accurate information to clients.
 Accurately log, document, and maintain all records of properties and clients using the in-house software, database and spreadsheets.
 Complete and report the daily assigned tasks by the Team Leaders to ensure maximum productivity.
 Perform other duties assigned by the superior.

Administrator cum Receptionist
o Better Homes Preferred Partners Department
 Accounting duties for the department - issuance of invoice and receipts, payment follow-ups, monthly reports and revenues
 Administrative work including monitoring, paperwork filing and recording, updates and follow-ups of status and requirements to all partners, contract renewals, stationery order, e-mails to agents for referral updates, and keep track of monthly goals.
 Coordination with partners, e-mail corresponding, scheduling, and uploading in the web of newsletters, print directory, sponsorship, banners, etc.
 Coordination with Marketing team and partners for the logos, editorial, and other information required
 Clerical activities
o Better Homes Reception
 Provide information and assistance to all walk-in clients and employees
 Handling switchboard connection
 Clerical activities (fax distribution, post/courier, cheque, documents, and other record keeping)

Customer Service Representative at TeleTech Holdings

Philippines
March 2008 to May 2010

o Present Line Of Business: Pending Online
 Assists the impeding order online for customer’s Internet Services, Telephone Line Service, Mobile Service, and PAYTV services. Provisions customer’s request through the use of Siebel/Legacy system
 Point of Contact - assists the Team Leader in handling the team and administrative tasks (e.g. daily Summary Reports, Productivity Tracks), answer clients’ calls and E-mails, disseminates information and updates to the team, assists agents in processing customer orders.
o Former Function: Returns Authority
 Checks the correct IMEI numbers per handset and creates order in Siebel and/or Legacy system to add and/or deactivate services in accounts that failed in delivery, reached the returns policy period, contract cancelled, and incorrect order.
o Former Function: Open Queue
 Performs sanity check, credit check, DTOW (Dirty Ticket Of Work)
 Identifies and processes sales types: New Connection, Porting, Upgrade, Re-contract, Outright with SIM, Outright with Phone, and Return Satchel.
o Former Function: NTAC (Non-Telstra Account Customers)
 Checks the service numbers in FLEXCAB system if the account is to be billed by looking at the usage types and the total price.
 Inspects the connection and cancellation dates, checks the transaction details in NTAC-AMS
 Creates In, Change, and/or Out orders to bill the customer who is utilizing Telstra’s Network.
 Gives proper action through the use of the UNICORN System
 Point of Contact
o Cross-trained Functions: Unified Order Management, Post NAC (National Activation Center), Retail Support, Local Number Portability (sub-function: LNP Inbox), Miscellaneous Atlas Warra, and Foxtel.
o Perform other duties that maybe assigned from time to time.

Customer Service Representative at KGB Philippines. Inc. a.k.a. INFONXX Philippines. Inc.

Philippines
June 2003 to March 2008

o Provides Customer Service in the US Market
 Follows verbatim protocols and varies necessary protocols at the same time.
 Supplies information needed by the customer such as residential, business/commercial, and government listings.
 Offers directions and movie times
 Suggests further assistance
o Provides Customer Service in the UK Market
 Follows verbatim protocols and varies necessary protocols at the same time.
 Provisions information needed by the customer such as residential, business/commercial, and government listings.
 Offers directions and movie times
 Extends further assistance
o Team 21’s Employee of the Month for January and December 2007