Grace Lorellie A.

I have 9 years of experience in Customer Service, Collections, and Data Analysis. I am highly motivated, fast learner, and can adopt quickly in a fast-pace environment. Skill sets: Operations Supervisor, Customer Service Representative, Collections Specialist, Billing Specialist, Marketing Assistant, Sales Representative, Email Support, Chat Support, Data Entry, Data Analysis. Expertise: ✅ Microsoft Office ✅ Skype, Google Meet, Zoom, Slack, Flock ✅ CRMs, Zendesk, Monday, HubSpot, Social Media, Livevox ✅ Google search, LinkedIn, Rocketreach, Data-lead, ZoomInfo 📞 Phones / Voice: ✅ Social Media ✅ Inbound ✅ Outbound ✅ Email ✅ Chat Equipment/Tools: ✅ Desktop ✅ Laptop ✅ Fiber Internet with 100 MBPS download and upload speed. ✅ Back-up in case of power or internet outage Work Experiences: ✅ Operations Supervisor - 6 years (Bell Canada, Virgin Mobile, T-Mobile US) • Oversee a team with 15 - 20 headcount. • Drive team performance through call evaluation and real-time coaching. • Providing real time updates regarding team performance and discussing action plans. • Analyzing reports by raw data in line with your team performance and discussing the numbers with your team members along with action plans. ✅ Customer Service Representative/Billing Specialist/Data Entry/Sales Representative - 4 years (Bell Canada, Virgin Mobile, T-Mobile) • Taking inbound and outbound calls with an average of 80 - 100 calls per day. • Processing payment for customers over the phone through CRM, • Asking the correct set of questions to determine the right payment plan for the customer. • Assisting the customers with all their concerns on their account such as billing, disputes, basic troubleshooting, returning of equipment etc.