Francesca Cartagena

Tasked with having to revised policy documents, manual, and creating technical content such as infographic guides. Primary goal of my job was to make all documents easy to read and comprehend by general users with no technical background.

Tasked in cold calling, emailing, and lead generation, and having to manage client contacts. The primary goal of my job was to get more businesses in having to sign up a subscription with us for CRM integration powered by Odoo.

Assigned in taking supervisor calls once a customer requests to speak with a
supervisor aiming to have them continue doing service with us. Also in charge of
processing escalation requests and having the approved refund or compensation requests.

iQor, Fairview — Trainer (Officer-in-Charge)

Account - Walmart.com
Entrusted in facilitating the class after being endorsed to a team and processing
admin tasks that involve the approval of their credentials, their equipment, and
monitoring the agents performance. Also in charge of reporting and escalating
whatever issues the agent may have that would hinder them succeeding in
production, coachin

Account (Walmart.com)

I expertly assisted customers with any issues related to their orders and accounts, ensuring they received refunds and compensation quickly when needed. I streamlined the return process, helping customers navigate challenges on the website or app, and arranged convenient pick-up appointments for returns. As the primary point of contact, I effectively addressed and resolved c

Account - Walmart.com.
Worked with the supervisor to work on performance objectives for the whole team
and keep the team members calibrated with the processes, policies, procedures, and rules. Provided real-time assistance to agents, approving
refunds, and taking supervisor and managerial calls should
the customer request.

Account - American Home Shield

I assisted customers in repairing their covered home appliances, including heating and air conditioning units. I scheduled technicians, addressed complaints promptly, and approved replacements for irreparable units, ensuring customer satisfaction.

In my role as a Certified Guide and Technical Support Representative for Emed at iQor from July to August 2021, I provided exceptional assistance to customers with the COVID test kit. I effectively interpreted results and promptly addressed issues related to defects or missing components. Furthermore, I took on the crucial responsibility of being the primary contact for any incidents of misconduct

Account - Amazon.com
I helped customers with order and account issues, sorted out refunds, handled returns, and dealt with complaints about our sellers and delivery teams.

I also talked to customers about Prime membership. With this subscription, they get perks like free two-day shipping on eligible items, access to a huge library of streaming services for movies and music, and exclusive deals o

Account - AT&T

I effectively presented our products and services, addressing any questions they had about their bills. I helped customers modify or upgrade their mobile plans, internet, and TV subscriptions to better meet their needs. Additionally, I provided reliable technical support for any service issues they encountered, ensuring a smooth experience.

Account - Telstra (INBOUND/OUTBOUND/CHAT/EMAIL)

Responsible for assisting customers in scheduling a technician's appointment when their issue cannot be resolved through basic troubleshooting or network reprogramming. This includes confirming whether the problem is related to our service infrastructure, which is preventing them from using their service.

Provided technical assistance with emails a

Handled supervisor and managerial calls, provided concessions and compensation, and resolved courier, delivery, and agent complaints.

Provided blended support for AT&T customers, including technical troubleshooting, billing explanations, plan changes, and service moves. Worked independently in a work-from-home setup.

Guided users of COVID-19 test kits on correct usage, ensuring accurate results for travel, work, or school requirements.

Developed training materials and conducted training sessions for new hires, focusing on processes and customer service skills.

Refined articles on work rules and regulations and created manuals, balancing remote work and family responsibilities.

Handled order management for Amazon customers, resolving order issues, providing concessions, and assisting with Prime membership inquiries.

Resolved complex customer complaints regarding phone and internet services, preventing escalation to the TIO Ombudsman. Later moved to NBN technical support and billing/sales roles.

Assisted customers with HVAC and appliance repairs, explained warranty policies, and coordinated technician assignments.

Generated leads for small businesses interested in Odoo, adapting to outbound sales and utilizing internet research.

Served as point of contact for agents when supervisors were unavailable, monitored attendance and performance, and coached agents to improve their skills.

Managed customer orders, resolved order issues, and handled courier/delivery concerns for a large e-commerce account.

Issued May 2025

Issued May 2025

Issued May 2025

Issued May 2025

Received a Certificate of Appreciation for Walmart ramp work from February to March 2023.

Received a Certificate of Appreciation for Outstanding Performance on November 4, 2023.

Issued Aug 2022

Completed the Peak Performance Leadership Training, a certificate of completion awarded from August 8 to 11, 2022.

Issued Dec 2024

Issued Mar 2023