Carmela Ruth T.
Customer Service Expert /B2B Sales & Cold Calling Specialist- BDR
Results-driven B2B Lead Generation Specialist and Appointment Setter with 15 years of customer service experience across sales, customer support, and client relationship management. Proven track record of consistently meeting client KPIs, generating qualified leads, and delivering exceptional customer experiences across phone, email, and chat channels. Passionate about helping businesses grow through effective communication, problem-solving, and high-quality service delivery. Skilled in managing customer inquiries, resolving issues efficiently, and building long-term customer satisfaction and loyalty. Experienced in managing high-volume customer interactions, identifying upselling opportunities, and maintaining professionalism while effectively resolving challenging customer concerns. Adept at collaborating with cross-functional teams to ensure smooth operations and customer success. Strong background in business support and requirements management, including planning, monitoring, requirements gathering, analysis, and communication. Highly organized, adaptable, and committed to delivering results within deadlines. Core Competencies • B2B Lead Generation • Appointment Setting • Cold Calling & Telemarketing • Customer Support & Customer Success • Email, Chat, and Phone Support • Client Relationship Management • Upselling & Cross-selling • CRM & Ticketing Systems • Requirements Analysis & Communication • Problem Solving & Conflict Resolution • Team Collaboration & Time Management Professional Experience Highlights • Consistently achieved and exceeded client performance metrics and service goals. • Delivered world-class customer service that improved customer satisfaction and retention. • Managed customer concerns and coordinated with internal teams for timely issue resolution. • Successfully handled irate customers while maintaining professionalism and empathy. • Identified upselling opportunities to increase customer engagement and revenue. • Maintained accurate documentation and records across CRM and communication platforms. • Participated in continuous training programs to stay updated on products, services, and policies. Roles Handled • Customer Support Representative • Customer Service Representative • Email, Chat, and Phone Support Specialist • Real Estate Cold Caller • Appointment Setter • Telemarketer • B2B Lead Generation Specialist Tools & Platforms • Shopify • Gladly • Tidio • Text Request • Zoho • Laravel • NetSuite • Zendesk • Notion • GoHighLevel • Mondaycom • Gorgias • Intercom • Groove • Salesforce • Shipday • Mojo Dialer • Leads Rain • RingCentral • Grasshopper • eCommerce Hub • Salsify • Slack • Microsoft Teams • Zoom • Microsoft Office Suite • Google Workspace • Dropbox