Jeanette Hermano's Email

I am an experienced Customer Service Specialist for more than a decade now. I've handled different accounts, from financial or billing concerns to sales and customer service. My exposure to the BPO industry has greatly honed my skills and over the years, I have acquired enough knowledge as a customer service associate, mentor, trainer, and team leader intern.I am very proficient when it comes to email handling and chat support. Recently, I have added affiliate marketing and management to my credentials. I can say I am good in what I do and I always make sure to meet my client's needs even under pressure.

Customer Support Advocate @ From November 2014 to Present (1 year 2 months) Email and Chat Support Specialist/Team Leader/Affiliate Manager @ I am responsible for representing our clients to their customers by handling calls, chats and emails promptly. I mainly interact with customers to determine their needs and provide consistent high quality service and accurate information Basic Role: - train new hires - acts as a shift leader - verify and update the customer's account - handle billing inquiries (deposits, declined payments, etc) - assist in troubleshooting the customer's account - answer incoming calls, emails, and chats pertaining to the customer's account - does outbound call to customers to inform customers of new promos - acts as an affiliate marketing manager on my last few months As an affiliate manager, I make sure that the casino gets in touch with different affiliate companies to aid us in promoting the business. I also assist in creating the weekly newsletter, create daily bonus codes and games for the players From June 2010 to November 2014 (4 years 6 months) Senior Customer Service Representative @ - Guides individuals toward goal achievement - Is responsible for supporting, coaching, and developing a group of employees in a service center environment - Assists newly endorsed teammates through a buddy system - Excellent customer service/ support skills - Ability to work under pressure - Responsible for representing our clients to their customers by handling calls promptly - Interacting with customers to determine their needs - Providing consistent high quality service and accurate information - Assists in the customer’s loan and financial application as well as process orders - Officiates coaching sessions to new hires with the aid of the team leader - Assists members in understanding the account to further help solve customer concerns - Assists team leader/s in doing administrative tasks - Guides new hires to achieve goals From March 2004 to March 2010 (6 years 1 month) Customer Service Representative @ I was on of the top Representatives in the sales division. At Cyber City, I: - do inbound calls for a sales campaign. I was handling approximately 30 different products form different clients. - do inbound sales, up selling and cross selling - assist team leaders in the weekly team meetings - help and assists new team members From July 2003 to January 2004 (7 months)

Bachelor's Degree, Engineering @ University of San Agustin From 1997 to 2002 High School Graduate, High School Graduate @ Ateneo de Iloilo From 1988 to 1993 Jeanette Hermano is skilled in: BPO, Call Centers, Customer Service, Customer Satisfaction, Team Management, Affiliate Marketing, Affiliate Management, Web Chat, Email Clients, Email Marketing, English grammar, Teaching English as a Second Language