Cristina Calapine

Sales Support Analyst (July 2019- present)

• The Worldwide Sales - Sales Support Sales Automation Representative is responsible for day-to-day support processes and systems to meet the needs of the ES sales force.
• Responsible for delivering world-class first-level sales tool and process support for all ES Sales Automation solutions within the service level agreements.
• Track and manage support using the case management system.
• Clearly communicate resolution to the end-user.
• Act as the primary contact person for users and 2nd level support.
• Participate in the development and management of knowledge base for all supported applications.
• Responsible for delivering world-class first-level sales tool and process support for all ES Sales Automation solutions within the service level agreements.
• Track and manage support using the case management system.
• Clearly communicate resolution to the end-user.
• Act as the primary contact person for users and 2nd level support.
• Participate in the development and management of knowledge base for all supported applications
• Performs other duties as assigned.

Client Services (Feb 2014- June 2019)

• - Work closely with client for accurate and timely payroll, social benefit and individual income tax related calculation
  
• - Coordinate closely with internal teams to ensure Client services and cases are monitored and delivered in and accurate, timely and professional manner.
  
• - Maintain client relationship to improve client's satisfaction
  
• - Provide suggestions, and updates to Clients in areas of Labour Laws, local regulations, IIT policy, HR processes etc.
  
• - Maintain client services procedure manuals and business process documents.
  
• - Participates in testing and validation of services and system upgrading.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Held weekly team meetings to inform team members on company news and updates.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Evaluated individual performance and provided coaching to address inefficiencies.

• Developed new strategies for customer retention activities.
• Adhered to appropriate legal scripting when required.
• Developed product demonstrations and presentations for customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.