Cath Aranas Email & Phone Number

Philippines

• Sending follow-up emails to disconnected chats and SMS, resulting in positive feedback and customer satisfaction.• Received numerous commendations from customers for exceptional customer service and for going above and beyond to spread happiness and positivity within the workplace.• Successfully resolved customer complaints and concerns promptly and professionally by processing refunds, replacements, and cancelation of orders, resulting in a 95% customer satisfaction rate.• Created and maintained a positive and welcoming atmosphere, matching the customer's tone resulting in multiple customer reviews praising exceptional customer service.• Consistently follows the retention offers focusing on giving the customers quality care.

Philippines

COR (Customer Obsession Representative)• Handled E-Commerce (Amazon) brands acquired by Thrasio.• Processed refunds, replacements, and cancelations of orders via Shopify, Woocommerce, Amazon Seller Central, Ware2Go, Deliverr, Shipbob, etc.• Addressed product reviews and negative seller feedback.• Maintained a 95% customer satisfaction rating through attentive listening and effective problem-solving techniques.• Increased customer retention rates through proactive outreach and personalized follow-up by answering product questions.• Successfully resolved 100% of customer issues and complaints within designated time frames and SLA via chat and email.• Received multiple commendations from satisfied customers for providing exceptional service and resolving issues efficiently.• Collaborated with cross-functional teams to identify and address common customer pain points, resulting in fewer customer complaints.

Philippines

• Managed a team of 15-18 employees to consistently meet and exceed production goals.• Conducted performance evaluations and provided constructive feedback to agents, resulting in a great increase in productivity.• Delegated tasks and responsibilities effectively such as chat audits and end-of-day reports per agent.• Maintained a fun environment to ensure that agents were engaged and KPIs were met.

Philippines

Virgin Media U.K (SALES WEB CHAT)• Passionate in assisting customers in upgrading, and downgrading their broadband, TV, and phone services via live chat.• Showed willingness to help by answering product questions.• Consistently met and exceeded monthly sales quotas, resulting in recognition for top sales performance within the company.

Philippines

Agent/Mentor/Coach Track Trainee (Groupon US)• Chat and Voice Support• Successfully trained and mentored team members, resulting in increased productivity and improved knowledge retention within the organization.• Delivered presentations and results to the Operations Manager regarding opportunities and improvements for our new hires.• Focused on assisting customers with their Groupon Vouchers and answering product questions.• Consistently followed the refund and cancelation requests protocol.

Philippines

•MCI Telco - voice campaign-upselling •Inbound Telemarketing-upsell-voice campaign•PETCO -chat support-customer support•Verizon DSL -voice-sales•Sears Outlet-chat support-product questions-sales