Nicolette Charm E. Email & Phone Number

Sherbrooke, Quebec, Canada

-Assist and provide technical support for our omni channel services (phone, email, chat)-Analyze and resolve technical issues related to our Microsoft products and services-Provide a customer centric approach to trouble management with the highest focus on quality-Problem isolation and resolution-Proactively and comprehensively document customer issues

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for maintaining online gaming platforms free from any inappropriate, illegal content. Generally ensure that players follow the game's guidelines and rules.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Priority Operations Specialist (Chat, Email and Call Support) Financial Services | Online Payment Gateway CompanyJuly 2020 - October 2022
• Familiarity with remote desktop applications and helpdesk software (i.e Zendesk,Salesforce,Twilio)
• Resolve the most complex issues for our Priority users, and work cross-functionally to drive projects that optimize user experience.
• Advocate for optimizing our products and services on behalf of our Priority users.
• Drive initiatives and process changes to excel and scale our support operations.
• Work with external partners to improve support workflow and productivity on all channels.

Dubai, United Arab Emirates

• Etisalat, Dubai, United Arab Emirates Tele Sales Advisor (Outbound call support) March 2018 - August 2019
• Using the data provided by telemarketing representatives to pursue promising leads with persuasion and persistence
• Converting difficult leads into customers
• Cold calling and helping to reduce negative reaction from leads
• Providing brand recognition by leaving buyers with an excellent impression of a company through effective customer relations, empathy and effective communication skills.
• Initiating sales with potential customers over the phone.

Dubai, United Arab Emirates

• Etisalat, Dubai, United Arab Emirates Enterprise Billing and Complaints Specialist (Email and Outbound call support)May 2015 - March 2018
• Research and resolve client billing questions or issues
• Manage the status of accounts and balances and identify inconsistencies in the bills.
• Dealing with numbers and the processing of financial information carefully.
• Responsible in preparing a case study and justifies any waiver recommendation to the dispute committee while observing the business rules.
• Evaluating disputes carefully by checking all relevant documents such us service agreements and other company documents.

Metro Manila

• Convergys, Alabang PhilippinesSubject Matter Expert Customer for Financial Services (Inbound and Outbound support) January 2012 - May 2015 – Optus Australia
• Attending Supervisory calls
• Manage large amounts of incoming calls
• Collect payments on past due bills.
• Organize list according to severity of delinquency.
• Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.

Laguna, Calabarzon, Philippines

• Teletech, Laguna, PhilippinesSubject Matter Expert for Credit Management Rep (Inbound and Outbound support) May 2009 - January 2012 – Telstra Australia
• Attending Supervisory calls
• Deal with customers diligently, courteously and professionally while collecting payments.
• Initiate strategies for collection processes and procedures.
• Negotiate payment plans.
• Respond to customer inquiries.