Sheen Mikko B. | Elance
 
176985602337900
Last Sign-in: Jun 30, 2014

Sheen Mikko B.

Customer Support & Lead Generation Specialist
   Philippines
  |   Dipolog, Zamboanga del Norte
  |  3:35 am Local Time

Resume/C.V.

oDesk Permalink: https://www.odesk.com/users/~01d7973dc763ee0825

Obtaining a significant and challenging role that will enable me to take in any field that allows development is my primary objective in a job. Over the last year , I have worked in the call center industry and have been tallied with good accounts. I've dealt with outbound/outgoing calls, appointment settings and lead generation for loans modification program, mortgages, insurances, debt settlement, merchant services, mobile apps, web designs and video marketing. I also have experience as a customer service representative and as a technical support representative for telecoms, mobile virtual network operations, restaurant online ordering service and online retail store. I would appreciate the opportunity to discuss how my education and experience will be helpful to your company's endeavor.
Service Description
- Customer Service
- Help-Desk Support
- Quality Assurance
- Service Support
- Live Chat Support
- Email Response Handling
- Email Marketing
- Virtual Assistance
- Personal Assistance
- Sales & Telemarketing
- Appointment Setting
- Lead Generation
- Web Research
- Data Entry
Certifications
oDesk
Help Desk Certification
Awarded: 2011
oDesk
Internet Marketing Test
Awarded: 2011
oDesk
Call Center Skills Test
Awarded: 2011
oDesk
UK English Basic Skills Test
Awarded: 2011
oDesk
U.S. English Punctuation and Mechanics Test
Awarded: 2011
oDesk
English To Tagalog Translation Skills Test
Awarded: 2011
oDesk
Telephone Etiquette Certification
Awarded: 2011
oDesk
Hospitality Terminology Test
Awarded: 2011
oDesk
English Spelling Test (U.S. Version)
Awarded: 2011
oDesk
Marketing Methods and Techniques Test
Awarded: 2011
oDesk
Online Article Writing and Blogging Test
Awarded: 2011
oDesk
U.S. Word Usage Test
Awarded: 2011
oDesk
Email Etiquette Certification
Awarded: 2011
oDesk
Customer Service Test
Awarded: 2011
oDesk
U.S. English Basic Skills Test
Awarded: 2011
Education
Saint Vincent's College
Bachelor of Science in Computer Science
2005 - 2009
Employment
Evox Images
Telemarketing Manager
2013 - 2014
- Call auto dealers on different states and introduce them to Evox and our services - Offer them a free trial for 30 days - Have them register on our website - Guide them through the registration process - Walk them through the checkout process - Get the decision maker's info (name & email address) - Send report to our senior agent daily to send email and promo code
Beyond Menu
Customer Support Associate
2013 - 2013
- Handle incoming phone calls - Watch online order status - Responding with troubled orders - Call restaurants/customers to confirm orders - Data entry - Modify web content according to customer requests - Document customer requirements
Malinowski Nationwide Insurance
Lead Generation Specialist
2013 - 2013
- Call lead and obtain quotes on their auto insurance - Ask general information from the prospect - Ask them if they are also interested in a home or life insurance quote - Send lead sheet after every shift to insurance agent
RabbitTV
Technical Support Specialist
2013 - 2013
Assist customers via live chats and tickets with regards to: - Billing/Shipping Issue - Common Support Links - Connecting to Your TV - Content - Getting Started - How to Use RabbitTV - How to Use RabbitTV Support - Installing RabbitTV - Logging In - Non - U.S. Users - Privacy - Satisfaction Guaranteed - Service Issues - Technical Support - Three Most Common Support Categories - Verification Codes - Video Players
GetawayDealz.com Inc.
Reservations Coordinator
2013 - 2013
- Handle phone calls for customer's inquiries and questions with regards to hotel/resort packages - Send customer's reservation requests to the hotels/resorts via email - Confirm customer's reservation requests via phone calls/emails - Handle phone calls with regards to cancellation for reservations/bookings - Handle phone calls with regards to rescheduling reservations/bookings - Handle phone calls with regards to moving customer's reservations/bookings to another hotel/resort - Call customers for confirmation and pre-arrival information - Respond to hotels/resorts and customer's emails
Fetch Xpress
Customer Service/ Web Maintenance / Bookkeeping
2013 - 2013
- Managing Website Customer inquiries - Managing Orders - Entering transactions in Saasu accounting system - Website maintenance - Answer some customer service calls - Manage all email newsletter marketing
Red Pocket Mobile
Quality Assurance Manager
2012 - 2012
-Take actively part in designing the call monitoring formats and suitable quality standards. -Work with the site management team to perform call monitoring and provide trend data. -Resposible on working as a team for using quality monitoring data management system for compiling and tracking performances. -Responsible in providing actionable data to the various internal support groups as and when needed perfectly. -Coordinate and facilitate call calibration sessions for the agents -Responsible in providing feedbacks to the team leaders and managers about the work. -Responsible on preparing reports and analyze internal and external quality reports and managing the agent reviews.
Tapingo Inc.
Service Support Agent
2012 - 2012
-Monitor order system and address issues that may turn up -Watch support monitor online and respond to order errors according to service document -Call businesses/merchants in case of communication order error -Update users/customers in case of an order cancellation -Escalate issues to technical team in case of a technical error -Create new shops for new campuses -Menu designing (typing restaurant menu from PDF file (scanned from restaurantís menu) or website into back-office) -Back-office administrative related works
Red Pocket Mobile
CS Consultant/ Help-Desk Support
2011 - 2012
Telecommunication Company in the US - Red Pocket Mobile A.) Voice, Email & Chat Support - Assist customers with their questions/ queries about the company's products and services - Assist customers with activation, refills/redemption - Process customer's purchase through credit/debit cards & Paypal - Give technical support if customers want to: - Port-in their existing wireless number - Port-out - Change mobile number - Give technical support if customer's are unable to: - Unable to make and receive calls - Unable to use the phone's feature - Troubleshoot customer's phone to provide a resolution - Escalate issues by submitting trouble tickets to a higher department - Address existing trouble tickets to provide a resolution
OpenSource Connections
Virtual/Personal Assistant
2011 - 2011
-Administrative works -Conduct follow-up email correspondence -Address correspondence tasks -Track down appropriate points of contact for companies using basic to intermediate web research -Make phone calls to set up appointments -Using Basecamp and Highrise to manage work
Pocodot.Com
Marketing Assistant
2011 - 2011
-Data entry -Youtube commentating -Manually increasing the website's rank -Marketing on different social networks
Qualfon Philippines Inc.
Customer Service Representative, Technical Support
2010 - 2010
- Tracfone (www.tracfone.com), Net10 (www.net10.com), Safelink Wireless Phone (www.safelinkwireless.com) - * Customer Service Representative - assisting customer's queries concerns: * if they want to buy a phone or any phone accessories * if they want to activate or deactivate their phone * if they want to buy airtime card or avail to other plans through credit cards * if they want to add airtime or minutes to their phone * if they their phone is lost or stolen * Technical Support Representative - assisting customers in troubleshooting their phones: * if they want to switch / transfer number to their phones * if they are unable to make and receive calls * if they have defective phones or defective phone accessories * if they are simple having problems with the phones features (text messaging, voicemail, caller id, etc.) * if they are having problems with the phone coverage area
Dapitan Exponent Shared Services
Team Leader, Telemarketer, Appointment Setter
2009 - 2009
- GJ Resources - * Outbound Sales Agent / Appointment Setting - call specific clients to their homes in the US who are having hardships in paying their loans or mortgage make them understand that they can save more money in paying their loans or mortgage through a loan modification program - asked probing questions to determine if they are qualified for the program - set them an appointment with our financial analysts - Financial Hope for America (FH4A) - * Outbound Sales Agent / Email Marketing - call specific clients to their homes in the US to render some services like: * Loan Modification Program * Property Tax Reduction * Renter's Assistance - give them information about the different services that we could over - send a membership kit with the consent of the clients through email - The Doctor Resource - * Web Research, Lead Generation, Data Entry - search for specific leads through a given website (www.doctor.webmd.com) - generate leads and entry data on spreadsheets
Payment Terms
Paypal
Sheen Mikko B. | Elance

Sheen Mikko B.