Farrah Faith Faulyn Falsario

Delivered customer support for Podium, prioritizing a "human-first" approach across channels. Proactively improved workflows, fostering efficiency, and maximizing customer value. Collaborated w/ units for loyalty, facilitated onboarding for new businesses, and managed communication, conflict resolution, and contract management to stay informed about industry trends for client account optimization.

Global payment infrastructure exposure, specializing in B2B services for SaaS. Guides users in financial management using client tools, catering to startups and enterprises. Resolves system issues impacting earnings. Proactively upsells features through cold calling, targeting small businesses and startups.

Led a team of 18 agents, overseeing coaching and evaluation of calls, chats, and emails. Provided metric updates to clients and suggested improvements for account performance. Managed various administrative tasks across departments.

Managed diverse accounts in Telco, E-commerce, Food Delivery, and Finance. Proficient in both B2B and B2C models, specializing in SaaS support. Offered frontline assistance through phone, email, and chat, ensuring accurate information using client-specific tools. In-depth knowledge of products and account processes across various industries.

Handle customer inquiries on billing via chat, address queries related to the business's products and services, and offer suggestions for cost-saving measures, emphasizing benefits even when utilizing all products.

Customer Technical Support role involves addressing technical issues, answering calls, and providing account information. Educates customers on product benefits, addressing inquiries about equipment, coverage, pricing, and availability.