Customer Retention/Relation
Foundever Baguio (Virgin Media-O2-Account)
September 4, 2023 – March 31, 2024 - Baguio City, Benguet, Philippines
At Foundever/BPO, I worked as a Customer Retentions/Relations Specialist (CSR), where my primary focus was providing inbound customer support to address inquiries, resolve concerns, and retain customers. From September 2023 to March 2024, I played a key role in building strong relationships with clients, ensuring their needs were met while fostering loyalty to the brand. My ability to effectively handle challenging situations and deliver excellent service contributed to maintaining customer satisfaction and retention.
Tasks Performed
Customer Retentions Specialist with expertise in relationship management and problem-solving. During my time at Foundever, I developed strong skills in customer retention strategies, conflict resolution, and effective communication. I am passionate about addressing customer concerns, fostering loyalty, and delivering solutions that enhance the overall client experience.
Inbound Customer Support
Handled customer calls, inquiries, and concerns efficiently while maintaining professionalism.
Retention Efforts
Implemented strategies to retain customers, addressing their issues and offering solutions to prevent cancellations.
Account Management
Assisted customers with updates to their accounts, billing inquiries, and service changes.
Problem Resolution
Investigated and resolved customer complaints, ensuring their satisfaction and maintaining loyalty.
CRM Management
Used CRM tools to document customer interactions, track issues, and ensure follow-up actions were completed.
Product Guidance
Educated customers on Virgin Media’s products and services to meet their needs and enhance their experience.
Conflict De-escalation
Managed challenging interactions with patience and professionalism, turning negative experiences into positive outcomes.
Team Collaboration
Coordinated with team members and supervisors to improve workflows and service quality.
Feedback Collection
Gathered customer feedback and relayed insights to help improve services and offerings.
Time Management
Prioritized multiple tasks during high call volumes to meet performance goals and maintain efficiency.
Skills Gained at Foundever/BPO (Virgin Media)
Customer Retention Strategies
Developed techniques to retain customers by addressing concerns effectively and offering tailored solutions to meet their needs.
Relationship Management
Built and maintained strong relationships with customers, fostering loyalty and satisfaction.
Problem-Solving
Resolved customer issues promptly and efficiently, ensuring a positive experience and minimizing escalations.
Effective Communication
Enhanced verbal and written communication skills to clearly convey information and de-escalate challenging situations.
Active Listening
Practiced attentive listening to understand customer concerns and provide solutions that aligned with their expectations.
Time Management
Balanced multiple calls and inquiries efficiently, ensuring timely resolutions without compromising quality.
Conflict Resolution
Successfully managed difficult customer interactions, turning negative experiences into positive outcomes.
Product Knowledge Application
Gained in-depth understanding of Virgin Media's products and services to provide accurate and relevant information.
CRM Proficiency
Utilized CRM systems to track interactions, update customer profiles, and ensure seamless follow-up actions.
Team Collaboration
Worked closely with colleagues and supervisors to share insights, improve processes, and enhance overall service delivery.