Samantha Elizabeth Lee, Customer Care Specialist

Samantha Elizabeth Lee

Customer Care Specialist

Deliveroo

Lieu
Émirats Arabes Unis
Éducation
Diplôme, Broadcasting
Expérience
17 years, 4 Mois

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Expériences professionnelles

Total des années d'expérience :17 years, 4 Mois

Customer Care Specialist à Deliveroo
  • Émirats Arabes Unis - Dubaï
  • Je travaille ici depuis mai 2018

Actively monitoring orders placed via Deliveroo up to completion

Answering inbound calls from customers, riders and restaurants

Proactively liaising with riders and restaurants to ensure orders run smoothly

Providing feedback to relevant departments to help improve our customer experience

Investigating and resolve customer complaints and queries

Responding to customer issues via email and phone

IELTS Administrative Officer à IELTS
  • Émirats Arabes Unis - Dubaï
  • janvier 2016 à mai 2018

• Performs administrative support to the Director and Admin Supervisor
• Answering telephone calls, receiving and directing visitors
• Registering clients, checking and giving results for IELTS exams, emails, and filing, software skills (Microsoft Office, Access file, Internet, Nero)

Microsoft Customer Service à Convergys
  • Philippines
  • février 2015 à août 2015

• Resolves all Microsoft customers inquiries
• Handles changes / update in all customers Microsoft account
• Offer new products / Up selling
• Handles Billing / Retention / Refund for Microsoft customers

Branch Clerk / Coordinator à Al Ahli Driving Center
  • Émirats Arabes Unis - Dubaï
  • janvier 2013 à février 2015

Giving high standard customer care and service
Responsible for providing accurate information to the customers in response to inquiries about the services and to handle, resolve complaints
Responsible for overall branch operation includes registration, account clearance, scheduling of classes for customers / students
Directly reporting and assisting all request of the Sales Manager
Preparing and consolidating all requests from the Al Ahli branches. (13 branches)
Work in partnership with Registration, Accounts, IT, Purchasing, Booking and Scheduling department for all request of the branches.
Arranging all new admissions, Re - open file, learning permits, test booking (Assessment, Knowledge, Internal and Road test), log sheets, signal charts, contract papers, flyers, file folders, pick and drop, messenger request and office supplies.
Interact with Customer Service department for all change schedule and change category for all branches. (Change Road test and Knowledge test)

Recovery Specialist (Collections) à American Express
  • Philippines
  • juin 2012 à décembre 2012

• Collect payments from American Express customers (Charge Off Accounts)
• Create a payment arrangement scheme
• Tailor fit payment arrangement according to their income
• Create a daily, weekly & monthly collection reports

Process and Research Representative (Voice & Non Voice) à Cincinnati Bell
  • Philippines
  • mai 2009 à mars 2012

• To give first rate customer service for Cincinnati Bell consumers
• Create a daily, weekly & monthly reports
• Resolve all Cincinnati Bell customer’s email inquiries
• Handles Escalated Calls and Correspondences
• Create a daily, weekly & monthly reports

Processing Executive à HSBC Electronic Data Processing Inc.
  • Philippines
  • janvier 2007 à février 2009

• To provide excellent customer service for HSBC clients

Bank Officer à Citibank Inc.
  • Philippines
  • janvier 2004 à juillet 2004

• To give fast solutions and appropriate actions regarding Citibank cardholders inquiries.

Éducation

Diplôme, Broadcasting
  • à Centro Escolar University
  • mars 2001

June 1997 – March 2001 | Mass Communication Major in Broadcasting Centro Escolar University | Mendiola Manila

Specialties & Skills

Education
Administration
Banking
Customer Service
Lotus Notes
Microsoft Applications
Internet Application

Langues

Anglais
Expert
Tagalog
Expert

Adhésions

Filipino Institute
  • Communication & Presentation Skills Trainer Call Center Trainer
  • May 2016
Inara Training Institute
  • Communication & Presentation Skills Trainer
  • March 2017
EduAction
  • IELTS Trainer
  • October 2017

Formation et Diplômes

Retail Care and Services (Formation)
Institut de formation:
HSBC
Date de la formation:
January 2008
Durée:
1 heure
American Express Collections (Formation)
Institut de formation:
West Inc.
Date de la formation:
January 2012
Durée:
1 heure
Cincinnati Post paid Services (Formation)
Institut de formation:
Startek Inc.
Date de la formation:
January 2009
Durée:
1 heure
Six Sigma White Belt (Formation)
Institut de formation:
HSBC
Date de la formation:
January 2008
Durée:
1 heure