Giancarla Nina De Castillo Email & Phone Number

• Perform regular CRM Admin Support tasks as needed
• Update existing or create new documentation such as client directories, support-related process manuals, and reporting tasks progress trackers
• Perform effective workload management to ensure maximized productivity
• Monitor the progress of both regular and ad hoc tasks
• Send SMS reminders on behalf of our clients to their customers
• Generate and review data needed for requests for quotation for current services offered by the CRM department

Philippines

• Review and edit data required in conducting our clients’ Customer Satisfaction and Retention campaigns according to their requirements
• Review and edit data needed in the composition of mailers sent out to our clients’ customers
• Book our clients’ customers’ service appointments
• Submit daily and weekly Customer Satisfaction progress reports
• Generate End of Month (EOM) and Return on Investment (ROI) Reporting for services rendered by the CRM department
• Write and send ad hoc reporting such as interim ROI reports when necessary

• Performed knowledge base management tasks by adding new and updating existing support information
• Corrected errors in punctuation, formatting, and grammar in pre-defined canned response templates and in FAQ articles globally used by our customer care representatives and users
• Coded and published online help pages in HTML and BBCode
• Wrote and sent daily tasks’ progress reports and other support-related business correspondence
• Occasionally handled customers’ account verification and security inquiries
• Periodically conducted quality assurance (QA) monitoring on the team to ensure that all tasks meet company and client standards

• Performed visual and textual content moderation as well as community management
• Provided customer support and technical issue resolution via email
• Assisted in identifying and assessing common issues being encountered by the customers in using our client’s various products
• Gave feedback on the accessibility and effectiveness of our client’s back-end business applications
• Wrote and submitted support-related escalation reports and daily shift reports