Jennifer Tan

JENNIFER V. TAN Bacolod City, Philippines-- -----------------------------------------------------------------------------------------------------------------------------------------PROFFESIONAL EXPERIENCE DriveNow (Work from Home) Customer and Sales Officer BROWZE (Work from home) Email Customer Support VOVA (Work from home) Live Chat Sales Support DARREN FLEMING PTY LTD (Work from home) Virtual Assistant November 2018 to present September 2018 to January 2019 April 2018 to January 2019 May 2017 to present IN-HOUSE COMMUNITY (Work from home) January 2017 to September 2018 Business Development Manager Prospect new clients by networking, cold calling, advertising or other means of generating interest from potential clients. CAMPER TRAVEL August 2010 to December 2016 Sales Manager (November 2015 to December 2016) Manage the Sales and Chat Team Leader to improve the sales conversion rate of each staff member. Develop initiatives to improve customer service, conversion rates and response time. Ensure that all policies and procedures are well communicated and accepted within the sales team. Complete weekly and monthly reports on time and must conform to required report format. Improve the profitability of the company by reducing staff turnover, improving the response times and quality to clients and the automation of events to reduce labor content where possible without harming customer experience. Lead in Performance and Process Improvement Projects/Initiatives. Conduct regular meetings with the Team Leaders. To ensure high moral within the sales department. Liaise with the IT and Product department on initiatives to improve the quality and quantity of content on our websites. Hire new sales staff and ensure they are well trained. Product Department Manager (August 2013 to November 2015) Ensure that all vehicle specifications and inclusions are correct and the best and latest images are on our sites. Responsible for loading new operator's product, its packaging and pricing. Ensure all rates and specials are up to date in the system. Ensure that all supplier and competitor websites are monitored, complete with weekly price comparison. Regular research on major search engines to monitor the market place for changes. Assist the staff with handling rate issues with suppliers and customers/clients. Responsible for handling customers' complaint on how they have been given incorrect rates, vehicle specifications, package inclusions, and other related matter pertaining to the responsibility of Product Manager. Monitor, track and report on all incoming leads, sales, conversion rates and explore and analyze the results. Identify ways for sales to improve customer service, response times and accuracy. Take overall responsibility for reporting on the competitiveness of Camper Travel in the market. Assist with staff training on vehicle range, rates systems, operator's specials, etc. Sales Team Leader (February 2013 to August 2013) Lead and manage shift/team in terms of job distribution and work assignments. Discuss specific assignments (CRM, enquiry manager, Telephone Follow, Follow up email, Online Order) with the team. Encourage and motivate my team to be productive in each task and ensure optimal sales and good customer service. Makes sure that my team is ready for the scheduled cutoff and efficient turnover is observed. Adhere to the pre-shift / post-shift meeting with the sales team to discuss updates and other issues. Responsible for processing payments for bookings. It includes amendments and cancellation. Sales Officer (August 2010 to February 2013) An online booking agent for camper vans and motor homes across Australia, New Zealand, United States of America, Canada, Africa and Europe. Responsible for checking if the vehicle enquired by the customer is available or not. Responsible for calling or sending email to operators to check vehicle's availability. Responsible for sending client a quote if the vehicle is available. Responsible for finding the best alternative vehicle if the initial enquiry is not available and send a quote to client. Responsible for handling online reservations or orders. Confirming booking online. Confirming booking via email. Sending booking confirmation to the client. Responsible for knowing the inclusions in the All-Inclusive Package or maximum level of insurance. Responsible for knowing the Standard Insurance Policies of different vehicle providers. Responsible for answering customers' queries through email. Responsible for handling emails related to booking amendments and cancellations. Responsible for amending or canceling a booking online, via email or by phone. Responsible for doing follow up calls and emails to clients. Responsible for handling incoming calls. FOCUS DIRECT July 2007 to July 2010 Customer Service Team Supervisor (July 2007 to July 2010) Managing and directing the daily activities of call center agents and telephone operators. Supervising, planning, and managing functions concerned to Call Center environment. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators. Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed. Attending, following up and resolving customer complaints and questions. Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency. Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required. Updating databases, organizing activities related to maintenance and repair of equipment, ordering supplies and materials. Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary. Communicating solutions, successes, and opportunities to the Manager of customer service. Practicing and ensuring compliance with that of all the organization’s policies and procedures. EDUCATION University of St. La Salle Bachelor of Science in Nursing​ (​ 2003 to 2007) CHARACTER REFERENCE Toby Rundall Previous Managing Director, Camper Travel Email:-Skype: toby.rundall Liezl Plomeda Previous Sales Department, Camper Travel-