Ailene Dianne Pamisaran

I've been in customer support for almost 5 years now, I was handling Phone, Chat, and Email for a Telecommunication company. I was managing large amounts of incoming phone calls, chats, and emails. Handles customer complaints and build sustainable trust and relationship through open and interactive communication. I also identify and assess customers' needs to achieve satisfaction and provide accurate, valid, and complete information by using the right methods/tools.

I was in technical support as well for a platform used by realtors both in the USA and Canada and with this I am familiar with the following tools: Zipformplus, Transactiondesk, Digital Ink, and DocuSign. I provide technical assistance with the software and make sure to resolve the issue in a timely manner using available resources within the company and log bugs and enhancement requests using Salesforce.

Aside from being customer support, I have experience working as an intern bookkeeper for various Australian companies and my support is to provide customer inquiries about their taxes via phone and email, matching invoices with deposits, and recording bills (manually and using Hubdoc & Dext) in Xero, bank and credit card reconciliations, and payroll processing and reconciliations.

I also perform an administrative task and has experience with various CRMs and tools such as the following: Google suite, Microsoft Office, Teams, Skype, Slack, Outlook, Zoom, XPM, Trello, Talkdesk, and Asana. I was able to learn some of the tools from being a Quality Assurance Analyst. What I do during this role, I provide real-time feedback to operations on those calls that I listened to/monitor to make sure that the quality of support is aligned with the client and company rules. We are also providing recommendations to them as to what are the things to improve and how to attain those recommendations. I also create and provide daily weekly and monthly reports for client reference. I have basic knowledge as well in editing photos and creating videos and clips using Canva.

I am flexible and can adjust easily to the job. I am organized, can be easily trained, and can learn fast. I am computer savvy and very much open to learning new tools as well if given a chance. My main goal is to provide an outstanding experience to my client and make sure to help them grow their business. I have good time management and so I can assure to give outstanding results, finish the job on time, have long-term relationships, and have professionalism in my work.