Brendalyn Ruben

Served as the primary point-of-contact for strategic clients, ensuring timely resolution on onboarding, account management, loyalty and rewards programs, and technical issues via email, chat, and calls. Also mentored and trained new Customer Success Managers.

Monitored and analyzed user reviews across platforms including Google Play, App Store, Sitejabber, PissedConsumer, Trustpilot, and ComplaintsBoard. Collaborated with the Digital Reputation Management team to enhance SEO performance on niche platforms.

Facilitated newly-hired trainings for a period of 2 weeks in over 10 months, monitored and reported trainee progress, and introduced new learning tools to address individual needs. Collaborated with subject matter experts to create accurate and up-to-date training content.

Conducted cold calls with health insurance holders to introduce lesser-known covered benefits and upsell pharmaceutical products. Coordinated with health insurance providers to verify benefit claim pre-assessment statuses and prepared documentation for licensed agents.

Evaluated customer interactions to identify areas for improvement in call handling, focusing on communication quality, compliance, and resolution effectiveness. Provided actionable feedback and coaching to agents to enhance performance and sales productivity.

Provided relocation consultation via Skype calls and gave tailor-fit relocation advice based on client needs, mainly for overseas clients. Collaborated with the team to secure target sales during a period of recession and economic instability.

Facilitated a training class in a socratic way of learning for a period of 4 weeks until endorsement to the operation floor. Managed supervisory calls for top-priority clients.

Handled inbound and outbound calls from clients, airlines, and hoteliers to address service demands, providing alternative solutions for canceled bookings and ensuring customer satisfaction through effective issue resolution.

Evaluated client-agent call and email interactions according to preset quality standards, coached agents individually and by team, and devised and implemented new guidelines and processes for workflow improvement.

Bachelor in Cooperatives with a major in Financial Management and Accounting, completed in 2015.