Reejean Senica Email & Phone Number

Taguig, Ncr, Ph

- Triage and follow-up conversation components that come from Formulate Outreach and Sales Intake Forms.- Ensure that our AI-generated responses are accurate and timely, meet the needs of our prospects and customers, and accurately funnel qualified leads to Sales while also providing product support to those who need it.- Review and edit AI-generated email responses to ensure accuracy and relevance.- Manage ongoing email conversations with prospects and customers, ensuring timely follow-ups.- Redirect low-intent customers to self-service upgrades, recorded demos, and paid live service offerings.- Schedule meetings with Account Executives (AEs) for high-intent prospects that meet the qualifying criteria.- Help customers schedule a call with Digital Adoption.- Qualify intent and create opportunities for the Sales team.- Collaborate with the Support team to triage messages to Zendesk when necessary.- Own follow-up ticket responses to Support as needed.- Monitor and enhance the AI model's performance over time by providing feedback on responses to the Development team.- Provide actionable feedback received from our users to the Product team.- Collaborated with different departments to develop and implement a comprehensive knowledge base, enhancing accessibility to critical information and resources.- Assisted in testing new tools and software, providing feedback to optimize functionality and user experience.- Streamlined workflows by analyzing processes and identifying areas for improvement, resulting in increased efficiency and productivity within the team.- Help with Customer and Account Support concerns.

Helping customers navigate sensitive inquiries is critical to delivering positive experiences throughout their customer journeys while protecting the business from legal penalties.Works directly with customers to help navigate any questions or actions related to their accounts. This includes but is not limited to:• Payments & Refunds• Plan upgrades & Cancellations• Promotions & Discounts• 2FA & LockoutsResponsibilities:• Troubleshooting when errors arise• Corresponding with our clients via email• Assisting customers with self-service billing & account processes• Navigating CRM payment logs for payment history, inconsistencies, or errors• Collaborating with customers, third-party institutions, and other team members to resolve billing inquiries.• Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service.• Own the customer experience - you will take the lead to help customers figure out what they need and guide them through to resolution with the least effort possible• Articulate insights from our customers to our product, development, and marketing teams to help continue shaping ClickUp into an industry leader• Collaborate with colleagues at all levels throughout the entire organization to find the answer you need• Contribute to the improvement of team processes and client-facing support documentation• Drive product change and improvement through continuous feedback and exposure to projects that help make ClickUp the leading productivity platform

Philippines

BackOffice TasksConducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real-time side-by-side monitoring, etc.Attends and participates in Product Specific Training as conducted by the Training Team and/or the client to ensure the comprehensive transfer of product/account knowledge essential to the continuous growth of the account and the Ninjas in the account; initiates and attends, if applicable, per account upskilling sessions.Gathers raw data per account in line with performance or quality to be submitted to the Process Solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified deficiencies of the team.Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients.Directly manages the performance, attendance, and behavior of the team leaders that roll up to them. This applies to rank and file ninjas belonging to teams that do not have an assigned team leader.Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates we receive from our clients.Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that may have an impact in production or in delivering quality of service to the customers; attends/drives client calls (Kick-Off & Check-In Calls) essential to the continuous client management responsibilities.Prepares, analyzes, conducts, and presents periodic business reviews essential to performance tracking, whenever necessary; it may include presentations towards internal leaders and/or clients.Participates in the hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements.

Philippines

SHOPIFY APP IMPLEMENTATIONS LEAD - Back Office TasksCreate KPI goals and conduct Business Reviews withclients. Help clients improve their process for their technical and/or customer service teams. Help ensure everyone is upholding quality customer service by managing KPIs and providing coaching sessions bi-weekly. Implementation of application code on Shopify themes dealing with liquid files' HTML, CSS and JAVASCRIPT. Analyze data to ensure that the team is within the goal set for their KPIs.

Philippines

Lead CSRs through blended channels: Phone, Chat, EmailsCreate KPI goals and conduct Business Reviews withclients. Help clients improve their process for their technical and/or customer service teams. Help ensure everyone is upholding quality customer service by managing KPIs and providing SMART coaching sessions bi-weekly. Implementation of application code on Shopify themes dealing with liquid files' HTML, CSS and JAVASCRIPT. Analyze data to ensure that the team is within the goal set for their KPIs.Account: SHOPIFY

Ncr - National Capital Region, Philippines

Blended Channels - Phone, Chat, EmailEcommerce Technical and Customer Service Support with three years of thorough hands-on experience in giving quality customer experience, e-Commerce admin and applications, technical support, billing and ledgers, account and order management and website and e-Commerce development. Served as Team Lead of Tech Support which mainly deals with KPI management and skill development.ACCOUNT: SHOPIFY

Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.Champion the customer’s issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.

Answer and handle all incoming telephone calls efficiently and accurately according to Mirabel Standards.Make and confirm room reservations according to each hotel’s standards utilizing rooms merchandising techniques.Have extensive product knowledge of each of the properties and services in order to effectively service guest needs and effectively sell our services.Be familiar with all packages, promotions, events and advertising that a guest may call in reference to.Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions.Ensure guests are advised of policies and deposit requirements.

Conduct Physical Chemical Test to different water sources.Physical-Chemical Tests: Arsenic, Cadmium, Color, Lead, Nitrate, pH, R.Chlorine, TDS, Turbidity