Retention Specialist / Escalation

I’ve worked with Telstra for 2yrs as a tech support. I handle mobility tech support which includes; All mobile devices (smartphones and non smartphones), supports SMS, MMS, Calling, Mobile Internet and internet devices such as mobile broadband etc.

Retention role Mainly do inbound and outbound call for customer that cancelled their services or cancelling their services, convincing them to stay with the company by providing then better options base on their needs. responsibilities also includes; Sales Or Pitch, Appointment settings, and Escalations. I’ve been on the BPO industry for 12 years now and 6yrs on my most recent company. Please feel free to review my resume as I have numerous skills that might fit to your needs.

I’ve been on the BPO industry for 12 yrs now and though I’ve been on several roles, the basic role for all of these positions is customer service.

I both do inbound and outbound sales. Making sure that the customer is getting the best service for the money. Letting them know that the more services they have the more chance for them to have savings and promotions. Also making sure that we are offering the service that is fit for their needs.

I both do inbound and outbound sales. Making sure that the customer is getting the best service for the money. Letting them know that the more services they have the more chance for them to have savings and promotions. Also making sure that we are offering the service that is fit for their needs.

I’ve work with Virgin Media Business which is base in UK, I normally send email to business owners, engineers, field workers, and also to clients on a daily basis to get things on track and in some cases, to expedite process. This a B2B setup

With Virgin Media Business, we normally have weekly client intervention. This is to improve the way of the business, making sure that we are doing this business efficiently, and giving options for new ideas. Basically, this is a collaboration of the front end and the back end of the business.

For loyal customers that I have trouble with their bill, We are also offering credit repair or credit adjustment. This includes putting promotions under customers account, Or put on a limited time credit to the customers account to reduce bills.

This is also similar with appointment setting, But the Difference are; We need to check the Latest available date and select that. Or check if there’s a way for us to book it on an earlier date. We can do that by checking on the Appointment calendar for any possible cancellation, And if there is, We can move an appointment which we need to prioritize to be address on earlier date.

All order needs to be processed and encoded within the system. Making sure that all orders are properly placed and make necessary changes if needed.

On my two previous companies (total of 9 years experience) I normally do appointment setting for technical/technician visits to do services installations, also appointments setting for field check or survey. Apart from appointment setting, this also includes scheduling/ prior reminders settings/ and results checking.

As a production control expert, We are expected to monitor and check the quality of the service that we are offering, All orders needs to go to us before proceeding to the production.

With virgin media business, We normally do weekly meeting, Making sure that we are meeting all of the targets or deadlines. also, we are collaborating with the clients, making sure that we are working with the order on a timely matter, Through the most efficient way. Also checking for new ideas that might help the entire process.

This is really simple and similar with appointment setting but the ticket setting that i’m doing includes car dealership tickets or booking for car check up and car show appointments.