Mark Anthony Revilla
Singapore
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
21
21
years of professional experience
Work History
TS Executive - Senior Conservation Specialist
Income Insurance Limited
11.2013 - Current
- Develops & Manages customer relationship to win back & retain existing clients.
- Creates and provides solution on escalated cases regarding policy renewals and services.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Consistently exceeding the individual and team's Leads Conversion rate target.
- Manages to upsell and cross-sell 30-40% of the conversion rate target.
- Created a work process that increased acquisition of new business cases by 20% of the monthly target.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Streamlined internal processes for better efficiency in handling customer inquiries and complaints.
- Increased team productivity by providing training on best practices for retaining customers.
- Managed a portfolio of high-value clients, ensuring consistent engagement and positive experiences.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Led process improvements within the department, optimizing workflows for more efficient operations.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Collaborated with managers to identify and address employee relations issues.
Telesales Executive - Outbound
Income Insurance Limited
11.2011 - 11.2013
- Selling general insurance products (out-bound calling) and assisting existing and potential policyholders on their insurance queries.
- Developed strong relationships with clients for increased customer retention and repeat business.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
- Assisted in the launch of new products, introducing them to customers and generating interest through compelling pitches.
- Collaborated with team members to increase overall sales performance, sharing best practices and offering support where needed.
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Provided exceptional customer service, resolving complaints promptly and professionally to maintain client satisfaction levels.
- Delivered informative product presentations that showcased features and benefits, leading to higher conversion rates.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Participated in regular training sessions to stay up-to-date on product knowledge and enhance selling skills.
- Mentored new hires as they joined the telesales team, providing guidance on company processes and sales strategies.
- Negotiated deals with clients for increased profitability while maintaining long-lasting professional relationships.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
- Streamlined internal processes by suggesting improvements that led to reduced time spent on administrative tasks.
- Played an active role in team meetings by contributing valuable insights from personal experience in the field.
- Identified potential upselling opportunities by thoroughly understanding client needs during phone conversations.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Negotiated pricing and payment terms with customers when possible to close deals.
Telesales Consultant
Teleperformance / Telemarketing Asia (Chartis Singapore Insurance Private Limited)
02.2011 - 10.2013
- Guide a potential customer to discover his needs and offer the best possible solution in a form of insurance protection
- Pitching insurance options to customers and encouraging them to make purchases that meet their needs.
- Increased customer satisfaction by addressing inquiries and providing exceptional product knowledge.
- Strengthened customer relationships through consistent follow-ups and attentive listening skills.
- Boosted sales revenue by identifying potential leads and converting them into satisfied customers.
- Enhanced team performance with effective collaboration, sharing best practices and continuous improvement efforts.
- Utilized time management skills to prioritize tasks and consistently meet or exceed daily call quotas.
- Handled objections professionally during calls while remaining focused on identifying win-win solutions for both parties.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily and weekly sales reporting using assigned tools.
Customer Service Representative
IQOR, Philippines. (Sprint, MetroPCS)
06.2009 - 01.2011
- Responsible in responding to customer inquiries and making sure that any problems customers are experiencing with their mobile phones are resolved
- Provide client support and technical issue resolution via phone
- Answer questions about billing, provide information about additional products and services, and change customers' personal details on a computer system.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered seamless customer support by addressing technical issues, troubleshooting problems, and providing timely resolutions.
Call Center Agent (Telesales and CSR)
Cyber City Teleservices
05.2008 - 06.2009
- Telesales Consultant (Inbound) Answering basic questions that customers have with regard to the company, organization, product or service
- Responsible in processing orders
- Customer service Representative (NextWeb) Responsible in managing customer’s account and maintaining high customer’s satisfaction.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
Materials Expediter (Procurement and Logistics Dept)
TIPCO – Trust International Paper Corporation
09.2007 - 02.2008
- Works to maintain the movement of materials from vendors and suppliers or between departments in the organization.
- Streamlined supply chain processes by effectively prioritizing and expediting orders.
- Reduced order fulfillment time through close collaboration with suppliers and vendors.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues related to order status and delivery.
- Coordinated with cross-functional teams to identify process improvement opportunities, resulting in increased efficiency and reduced lead times.
Computer Analyst (On Job Training)
Maresco Rubber Corporation
01.2003 - 03.2003
- Implement computer software and hardware solutions to make the business work efficiently and effectively.
- Minimized downtime with proactive maintenance of hardware, software, and network components.
- Designed user-friendly interfaces that enhanced overall user experience and increased productivity levels.
- Integrated diverse systems seamlessly to improve information flow between departments and streamline operations.
Education
Bachelor of Science in Business Administration - Major in Computer Applications -
De La Salle University - College of Saint Benilde
01.2003
April 1999 -
St. Mary of The Woods School
01.1999
Skills
- `Upselling and Cross Selling
- Customer Retention Strategies
- Customer service background
- Product and service knowledge
- Customer Engagement
- Results-Driven
- Outstanding interpersonal skills
- Sales Strategies
Honors And Recognitions
- Vice President, Student Council, St. Mary of the Woods School, 1998-1999
- Public Relations Officer, Student Council, St. Mary of the Woods School, 1997-1998
- Editorial Cartoonist, The Oak High School Publication, 1997-1998
Job Qualifications Skills
- An experienced telemarketer and customer care specialist with a track record of consistently exceeding job objectives, sales quotas and clients’ expectation.
- Skilled in delivering outstanding results and working with very minimal supervision.
- Certified by Singapore College of Insurance in Basic Insurance Concepts and Principles (BCP), Personal General Insurace (PGI), and M9 – Life Insurance and Investment-Linked Policies.
- Excellent communication skills and has good working ethics.
- Proficient in different Microsoft Office Applications.
Trainings And Seminars Attended
- Up Your Service College (Ron Kaufman), 2012
- Singapore College of Insurance, 2012, M9 - Life Insurance and Investment-Linked Policies
- Singapore College of Insurance, 2011, Basic Insurance Concepts and Principles (BCP), Personal General Insurance (PGI)
- CCIS Educational Foundation, Inc., 2011, Global Call Center Education Program
- National Institute of Information Technology (NIIT) Tech fest (DLSU-CSB), 1999-2003
- Aurelio Perequet Jr. Business Leadership Seminar, 2002
- Hyper text Mark-up Language (HTML Seminar), 2000
- Community Service Seminar, 1999-2003
References
Available upon request.
Languages
English
Timeline
TS Executive - Senior Conservation Specialist
Income Insurance Limited
11.2013 - Current
Telesales Executive - Outbound
Income Insurance Limited
11.2011 - 11.2013
Telesales Consultant
Teleperformance / Telemarketing Asia (Chartis Singapore Insurance Private Limited)
02.2011 - 10.2013
Customer Service Representative
IQOR, Philippines. (Sprint, MetroPCS)
06.2009 - 01.2011
Call Center Agent (Telesales and CSR)
Cyber City Teleservices
05.2008 - 06.2009
Materials Expediter (Procurement and Logistics Dept)
TIPCO – Trust International Paper Corporation
09.2007 - 02.2008
Computer Analyst (On Job Training)
Maresco Rubber Corporation
01.2003 - 03.2003
Bachelor of Science in Business Administration - Major in Computer Applications -
De La Salle University - College of Saint Benilde
April 1999 -
St. Mary of The Woods School
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