Xerxes Jaspe Termulo
Customer Service & Sales Representative
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
14
14
years of professional experience
Work History
Lead Customer Service and Sales Representative
STOCKROOM Contemporary Furniture
01.2015 - 01.2018
- In charge of daily operation of showroom sales team, ensures that all displays are organize and up to date with our website items.
- Manage pricing and ensure that our prices are competitive in the market.
- Handles daily emails from inquiry to complaints and serves as the primary point contact of the company to consumer council of Hong Kong.
- Prepare quotation for corporate clients such as hotels, restaurants, designers and private home owners.
Customer Service Team Leader
Ready Flowers Limited
10.2013 - 01.2015
- Lead a multi cultured environment customer service department from recruitment, training, monitoring and rostering 30 regular CSO's on its daily operation including mother's day and Valentine's Day operations.
- Improve customer-satisfaction rate from 30% to 70% within 8 months.
- Implemented new procedures concerning VIP customer orders and ensured swift resolution for customer and supplier issue.
- Reduced attrition rate down to 10 percent.
Customer Service Officer
Eservices Group (Simply Electronics)
03.2011 - 04.2012
- Handled customer's inquiry and complain via email and telephone from United Kingdom, Europe, Australia and Northern America.
- Process orders and conduct follow up from customers with pending orders and keep good customer relationship.
Member Services Executive
Asia Miles / Marco Polo Club PCCW Ltd
03.2007 - 11.2009
- Provide efficient, caring and professional manner of service with elite members of Marco Polo Club.
- Update members account information and apply retro miles credit.
- Create and amend redemption airline reservation.
- Conduct phone survey regarding performance and service of MSE's.
Team Manager
www.lalawest.com Oceans Two Ltd
03.2006 - 02.2007
- Managed a team of 10 agents in the overnight shift.
- Set targets to ensure maximum productivity.
- Perform monitoring and deliver coaching sessions on a daily basis.
- Periodically review the effectiveness of the service and make recommendations for improvements to the CEO.
- Maintain online order system, handle supervisory calls.
- Managed eBay store's feedback rating and wholesale clients.
- Carry out daily out bound calls to Fedex to update shipping address, customers to promote warranty program as well as payments and credit card companies and bank representative to withdraw post charges and verify billing addresses for suspected fraud purchases.
Collection Associate
NCO Group Financial Systems
04.2005 - 10.2005
- Conduct outbound calls to Sam's Club, Wal-Mart and JC Penny clients with 4 months behind payment account.
- Offer payment options and enroll them in appropriate program.
- Remove late charges and Finance charges and process over the phone payment using debit cards and checking account.
Billing Specialist
MSN IA/IS
12.2004 - 04.2005
- Provide billing support to MSN IA & IS clients.
- Educate customer on item charges and apply compensation to customers with aggravated technical issues and billing problems.
- Account activation and assist customers in changing payment method.
- Educating customers in the use of web navigational tips and providing sites in downloading software.
Port Resolution Specialist
Sprint PCS WLNP
02.2004 - 08.2004
- Attended calls from customers who want to transfer mobile telephone numbers to Sprint PCS.
- Activate new mobile number to Sprint PCS and up scaled subscription for new Sprint PCS customers.
- Executed outbound calls for Sprint customers to update the status of the number transferred.
- Attend supervisory calls and posted as floor support agent.
Education
Bachelor of Science - Occupational Therapy
Our Lady of Fatima University
Quezon City, Philippines 04.2001 -
Skills
Customer service
Timeline
Lead Customer Service and Sales Representative
STOCKROOM Contemporary Furniture
01.2015 - 01.2018
Customer Service Team Leader
Ready Flowers Limited
10.2013 - 01.2015
Customer Service Officer
Eservices Group (Simply Electronics)
03.2011 - 04.2012
Member Services Executive
Asia Miles / Marco Polo Club PCCW Ltd
03.2007 - 11.2009
Team Manager
www.lalawest.com Oceans Two Ltd
03.2006 - 02.2007
Collection Associate
NCO Group Financial Systems
04.2005 - 10.2005
Billing Specialist
MSN IA/IS
12.2004 - 04.2005
Port Resolution Specialist
Sprint PCS WLNP
02.2004 - 08.2004
Bachelor of Science - Occupational Therapy
Our Lady of Fatima University
04.2001 -
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