April M.

Hello, thank you for looking into my profile. I'm April and I have 3+ years of experience delivering great customer experience in various industries as hospitality & tourism, business process outsourcing (BPO), Education and Teaching , and Sales.__Dynamic, enthusiastic, friendly, and innovative customer service professional who believes in "delighting the customers" to ensure great customer experience on each interaction. With high professional presentation at all times, I engage with customers on live chat media with a positive "can do" attitude, patience and eagerness to resolve any customer inquiries, complaints and disputes -- always creating an energetic, helpful and positive environment to every customer. With natural persuasive and influence skills, I keep the chat flowing and drive the conversation toward a defined resolution. As a Live Chat Support/Operator, I actively read between the lines and frame solutions to what customers need based on product knowledge, analyze the situation critically and know when to escalate customer issues appropriately. I also empathize with customers, ask the right questions to identify their needs and wants, and recommend products and services that suit them to upsell and to meet my sales targets and KPIs. With highly developed communications skills to build rapport, trust and credibility, I set a friendly tone of voice in every chat interaction with customers. I enjoy working on rotating work schedules both daytime and night to suit my clients' time zone and ensure their customers gain access to their services and products with the right Customer Service Support. An effective multitasker, I am comfortable in accessing and switching between tools during a chat conversation with customers without compromising service quality. I manage my time well and prioritize my assigned tasks online independently and with less supervision within a team of professionals in a remote, fast paced environment. Continuous learning is pivotal for me and I self-train myself on new tools and systems to ensure I keep up with current digital innovation. I look forward to working with you in your projects and ensure delivery of high standards of customer service to help your business grow. WORK EXPERIENCE: PhilKor Online English Teacher | CitiBank Customer service representative| [login to view URL] customer service representative | Sprint e-Chat Specialist. PERSONAL TRAITS: Friendly and customer focused, quick to learn processes, tools and systems including retention of knowledge, Takes ownership and high accountability, Deliver quality results within deadlines and Service Level Agreements (SLAs)Attention to detail and accuracy ,Problem solving and analytical skills