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• Generate and send End of Month (EOM) and Return on Investment (ROI) Reporting for services rendered by the CRM department to our clients• Write and send ad hoc correspondence such as requests for quotation and data request reports when necessary

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