Jenny Ann Cueme

Started as a membership retention agent making outbound calls to retain customers, then transitioned to the refund team processing refunds and saving memberships. Later conducted training for new hires and moved to QA analyst, performing quality audits and providing coaching and feedback.

Made initial contact with suppliers and sellers to facilitate purchases for resale, acting as an intermediary between the CEO and suppliers. Handled calls, emails, and partially filled out resale forms as requested.

Handled inbound and outbound calls for pet transport services, providing rates, convincing customers, processing payments, and sending agreements. Later handled customer service for the sister company, addressing logistics and after-sales inquiries, and managed social media responses.

Introduced company services to key decision-makers and generated leads through social media, LinkedIn, and websites. Created lists of shopping malls globally, identified marketing managers, and set up meetings with CEOs.

Made cold and warm calls to travel businesses on behalf of a tour operator, explaining services and encouraging future quotes. Built lead lists with travel agency information and worked with sales to provide quotes for itineraries.

Made cold calls to potential clients in the U.S. to connect them with an online education service. Assessed children's eligibility through a series of questions and scheduled meetings with U.S. agents.

Handled inbound calls from U.S. customers for DirecTV services, providing step-by-step troubleshooting for technical issues and addressing billing and account management concerns. Collaborated with sales, billing, and retention departments as needed.

Conducted outbound cold calling to potential customers in the UK regarding insurance claims. Bargained with clients to use services and gathered information for pre-filling insurance paperwork.

Handled inbound calls for Netspend, a U.S.-based prepaid debit card, addressing disputes, refund requests, and transaction inquiries. Consistently met KPIs including customer satisfaction, net promoter score, average handling time, and first contact resolution.

Handled outbound calls to U.S. clients with overdue bank loans and credit card payments, negotiating settlements and suggesting payment options. Also performed lead generation, skip tracing, data entry, and processed payments over the phone.

Taught English to fourth and fifth-grade students and served as sixth-grade adviser. Advised the school newspaper and mentored students in literary and journalistic competitions, achieving placements at divisional and regional levels.

Activities and societies: School newspaper adviser

Taught English to fourth and fifth graders, served as sixth-grade adviser, and mentored students in literary and journalistic competitions, securing spots at divisional and regional levels.