Mary Grace Aninang Email & Phone Number

Makati, National Capital Region, Philippines

Financial Account● Provided outstanding customer experience and resolution through analysis and investigation of card member's accounts and/or concerns.● Received calls regarding card member charges, fees, interest rates, rewards, disputes, and other credit card concerns.English Conferencing● Communicated directly with small, medium, and enterprise-level business and government agency customers.● Accepted and established conference call reservations.● Greeted and placed meeting attendees in appropriate conferences.● Facilitated conferences for premium customers.Retail Account● Answered customer inquiries and provided product assistance and support via email, phone calls, and chats.● Maintained understanding of all current policies, procedures, and processes.● Managed a high volume of inbound emails, tickets, and calls.● Provided customers recommendations in order to complete their purchase.

Makati, National Capital Region, Philippines

Facilitated by Teleperformance Learning and DevelopmentCovered Topics:● Teleperformance Operational Processes and Standards (TOPS)● Baseline Enterprise Standards for Teleperformance● Teleperformance Core Values and DNA● Leadership, BPM101, Motivation● Interpersonal Communication & Customer Service● Corporate Social Responsibility & Financial and Call Center Metrics● JUMP! Peer Training Program (Immersion)

Manila, National Capital Region, Philippines

● Prepared, maintained, and updated PowerPoint presentations, contracts, and forms for the event proposal, monthly reports, and updates.● Conducted presentation to clients during an initial consultation, weekly and monthly planning meetings.● Determined the goals and objectives or the initial concept of the event.● Created checklist and timeline that might include the processing of insurance and permits, sponsor fulfillment, and team-building activity development if needed.● Processed invitation coordination that includes addressing, RSVP Tracking, and follow-up.● Provided vendor recommendation and conduct negotiation and coordination.

Bacoor, Calabarzon, Philippines

● Escorted individuals or groups on sightseeing tours, or through places of interest such as local establishments, art galleries, etc.● Described tour points of interest to group members and respond to questions.● Monitored visitors’ activities to ensure compliance with establishment or tour regulations and safety practices.● Greeted and registered visitors, and issued any required identification badges and/or safety devices● Researched environmental conditions and clients’ skill and ability levels in order to plan expeditions, instruction, and commentary that are appropriate.

Manila, National Capital Region, Philippines

● Maintained a working relationship with vendors and venues.● Understood the complex needs of different events, and diverse clients.● Planned event aspects, such as venue, seating, dining, and guest list.● Developed PowerPoint presentations for client meetings to provide reports and updates in the planning process, and presentations for the event itself.● Delegated event planning tasks to other staff members where necessary.● Strong knowledge of venues and vendor offerings while taking clients on tours of venue possibilities.● Coordinated event entertainment, including music, performers, and guest speakers.● Attentive to the value of staying under budget while planning event specifications.● Issued invoices and collecting payments in a timely manner, and creating comprehensive and readable financial reports.

Makati, National Capital Region, Philippines

● Retained customers by probing for the current level of satisfaction.● Overcome concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.● Acted as a product consultan0 t, promoting, recommending, and selling the value of products and services based on logical relationships to the customer’s needs and interests.● Demonstrated functional skill in communicating and explaining basic account information to the customer including their billing statement, products, and services, with a focus on the first-call resolution, retaining revenue, and building value.● Followed established procedures for processing new installs, transfers, changes of service, and disconnects.● Educated and promoted self-service options