BEI CLOUD: Rosalyn Durban specializing in Customer Support Agent services

Rosalyn Durban  services profile picture
Profile Submitted From or Near: Las Pinas Metro Manila Philippines
  • Personal Information:
    • Name: Rosalyn
    • City: Las Pinas
    • State: Metro Manila
    • Country: Philippines
  • Last Company I Worked For:
    • Previous Companies Name: Credit Suite Inc
    • Date Started: 2017-02-07
    • Date Ended: 2018-08-02
  • Other Information
    • College: Unibersida De Manila
    • My Degree: Bachelor's Degree
    • Previous Job Description: Billing Roles and Responsibilities • Payment Declines - Triggers action: Zendesk ticket notification of failed payment  -Business Day 1: • Call and email Partner / Client to notify them of late payment (need script: new card, alt payment plan options) • Notate call attempts on ZD failed payment notification with internal note. • Email individuals using ZD failed payment notification ticket. (create macro) • Assign sales team’s ticket to the applicable sales rep in ZD • Verify that applicable PAYF tag has been applied in IS (if not CC internal note to [removed] • Partner Payments: Membership---> PartnerPAYF • Core Payments: Membership ---> ClientPAYF • Silver : Membership ---> SilverPAYF • Funnel: Membership --->FunnelPAYF • DIY: Membership ----> DIY Business Credit BuilderPAYF • Direct Funding: Membership ----> Partner-DirectFundingPAYF ----if not response or user says they are working on getting the funds set due date on ticket accordingly---  -Business Day 3 (Days? 3,10,20,30,45?): • Call and email Partner / Client to notify them of late payment (need script: new card, approved alt payment plan options) • Notate call attempts on ZD failed payment notification with internal note. • Email individuals using ZD failed payment notification ticket. (create macro)  -Write off notification in ZD • Solve initial failed payment ticket (unless client has made alternate plans to pay) • Write off invoice in ZD • Turn off payment automation • If subscription: End subscription and mark as inactive • Cancellations • Complete a quick survey as to why customer wants to cancel • Offer additional payment plans (script) • Hot transfer to sales rep (when needed) • If user can’t be saved: (create automation here)  Partner or Core: Apply tag: Billing ----> Account on hold (make sure this still works) • Billing Support for Clients and Team members • Answer billing line phone calls • Respond to billing emails in ZD  Update/add credit card on file  Modify payment plans  Investigate customer records for discrepancies or inaccuracies • Refund Requests: • Must be approved through sales rep, assign ticket to sale rep when approval is needed. • Processed through IS order  verify that sales rep commission is adjusted accordingly  verify that refund when through merchant account  if payment was just made and hasn’t gone through merchant account you can void the transaction instead in IS
    • More About Me: Experience working as a customer service support, relationship associate, freelance researcher, email response handler, and data entry specialist. i can handle large work loads, prioritize my tasks and work with very minimal supervision. i am seeking the opportunity to do data entry, email response handling, freelance writing and research for your business. i am hardworking, dedicated, and an efficient professional who is motivated to succeed. i am capable of multi-tasking and disciplined with the ability to work unsupervised. i have fast data entry skills and capable of internet research. my ultimate goal is to provide professional and high quality service to guarantee utmost client satisfaction.
    • Some of my hobbies: reading books, surfing internet, teaching my 4yr old toddler
  • My Avability: Full-Time, Employee
  • I can work: Both
  • Personal Skills:
    • Hourly fixed: Salary