Nicole Delarmente

• Enhanced customer satisfaction by providing personalized beauty consultations and product recommendations.
• Helped customers feel relaxed and comfortable through conversation and personal relatability.
• Maintained counter and display areas for cleanliness and organization.
• Managed inventory levels efficiently, ensuring optimal stock availability while minimizing shrinkage losses.

• Answer customer inquiries via chat and email, addressing wide range of issues such as subscription inquiries, product issues and order tracking.
• Help customer problem or complaints, and provide effective solution in a timely manner to ensure customer satisfaction.
• Update customer records and order details in the system.
• Process orders, refunds, exchanges and returns efficiently.

· Customer Service Agent (Billing Agent, Case Manager, Small Business and Sales Agent, Technical Support and Complaints Agent)

Telstra International Philippines, Inc

November 02, 2015 – January 13, 2021

Technical and Complaints Agent (March 2020- January 2021)

• Assist basic trouble shooting with customer.
• Check if there’s an outage on the area or if there’s any barring with their account.
• Help customer with their online complaints.
• Schedule follow-up for complaints that can’t be resolved immediately.
• Coordinating with different teams in resolving customer complaints.
• Process orders (plan modifications, adding and removing value added service)
• Process payments, payment extensions.
• Process move order orders and disconnections.

Responsibilities (Sales Agent- July 2019 –March 2020)

• Handles bill inquiry (NBN, copper and cable bundle, mobile and Foxtel)
• Create new account for new customers.
• Process change of ownership.
• Process payment, plot payment extension and direct debit registration.
• Process disconnection if we can no longer save the customer.
• Provides recommendation and sales conversation to put more value to their services.

Responsibilities (Small Business Agent- March 2019- July 2019)

• Handle Small business bill inquiry.
• Process plan change (bundle and mobile)
• Process payment, direct debit registration and plot extensions.
• Provides recommendation and sales conversation to put more value to their services.

Responsibilities (Case Manager- DEDICATED MOVES TEAM- October 2017- March 2019)

• Case manage customer's move request.
• Set-up milestone for each case.

· Create pre-bill and manual bill for each case.

· Make sure that date of connection reminder is aligned on the order.

· Send reminder notification for installation and connection dates.

· Set-up order remediation reminder if there is a need to reprocess order.

• Help customer if there is any additional work that is required on the premise. (Coordinate with other teams if necessary.)
• Process order remediation if necessary and provide them with interim service while waiting for the connection.
• Follow-up with customer if their services are already connected and working on the new premise.
• Discuss bill charges, plan changes and any additional request from the customer.

Responsibilities (NBN Billing Agent- November 02, 2015- October 2017)

• Handle NBN bill inquiry (explaining charges, and doing adjustment for invalid charges).
• Process payment, payment extension and direct debit registration.
• Create new account for new customers
• Process modification (plan change, adding and removing value added services) for NBN and mobile services
• Create new orders (NBN technology, mobile service and Foxtel).
• Process move order for NBN technology.
• Transition copper connection to NBN.
• Manage NBN complaints
• Process disconnection if we can no longer save the customer.

• Addressed customer account discrepancies and concerns.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Educated customers about billing, payment processing and support policies and procedures.
• Maintained up-to-date knowledge of product and service changes.

• Handle customer's flight inquiry (domestic and international flights).
• Book ticket, hotel and car rental.
• Process change of air ticket, hotel and car rental reservation.
• Process cancellation for air tickets, hotel and car rentals.

• Take and serve customer's order.
• Do reception task: taking customer's reservation, assigning seats, leading them and introducing them to the food attendant that will be taking care of their orders.
• Offers drink and food recommendation.
• Making sure that all customers’ orders are served.
• Making sure that every table assigned is well attended.

Process payment for customers.