Reena Ferolino Marketing Management

Senior Frontline Support Representative

XtendOps

Jan 2024 - Current (2 years 6 months)

As a Senior Frontline Support Representative, I assisted customers with billing inquiries, logistics issues, and service escalations, ensuring a high level of customer satisfaction. I managed escalated cases to guarantee timely resolution and customer retention, leveraging my strong problem-solving skills and attention to detail. In my previous role as a Senior Frontline Escalation Specialist for a US-based meal kits company, I handled billing concerns and processed compensation for customers, which further honed my escalation management and case management abilities. Additionally, my experience with Medicare and Medicaid accounts provided me with a solid foundation in healthcare billing processes, enhancing my accuracy in documentation and

Technical Support - Internet, Telephone, Mobile, and Cable

ResultsCX

Jan 2023 - Jan 2024 (1 year 1 month)

As a Technical Support Representative specializing in internet, telephone, mobile, and cable services, I effectively troubleshot and resolved a wide range of technical issues, ensuring customer satisfaction through prompt assistance. I assisted customers with installations, diagnostics, and service inquiries, guiding them through step-by-step resolutions for hardware, software, and network-related problems. My role involved system configuration, account setup, password resets, and addressing connectivity concerns, all while striving to minimize downtime for users. Additionally, I documented all interactions meticulously in the CRM system, which enhanced my data entry and document management skills. Although my experience with medical termin

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Talent Acquisition Specialist

Inkshared

Jan 2021 - Jan 2023 (2 years 1 month)

As a Talent Acquisition Specialist, I focused on sourcing and attracting top talent while enhancing employer branding initiatives. My responsibilities included conducting outbound cold calls to authors and aspiring writers, where I identified potential clients and introduced them to our publishing services. I effectively explained how we could assist them in successfully publishing their books and potentially adapting their work into film projects. By building rapport with authors and assessing their needs, I presented tailored publishing and marketing solutions that aligned with their goals. Additionally, I managed lead pipelines and updated CRM systems, ensuring meticulous document management throughout the process. I scheduled consultati

Customer Service Associate

Concentrix

Jan 2019 - Jan 2020 (1 year 1 month)

As a Customer Service Associate, I was responsible for managing customer inquiries and concerns, ensuring a seamless experience through effective communication channels including phone, email, and chat support. I processed change ownership and managed billing concerns, assisting customers with account updates and service-related issues. My role involved resolving complaints efficiently while maintaining high customer satisfaction scores, which was critical in fostering customer loyalty. I provided accurate information regarding products, services, and company policies, and documented customer interactions meticulously to ensure proper case tracking in the system. Additionally, I met performance metrics such as Average Handle Time (AHT), Cus

Reena Ferolino

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