Gemmarie Salgado is an experienced customer service professional with a diverse background in solving customer issues. She has provided top-notch service to customers by resolving issues in a timely manner and providing feedback until resolutions are available. As a team member, she has helped others improve and created tools to make transactions more efficient.
Michelle Noyes - Connecting people to knowledge: The foundation for deliverin...Transversal Ltd
Connecting people to knowledge:
The foundation for delivering great service
Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare.
Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London.
Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014
Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey.
In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it.
Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Sales & Relationship Managment for BankersAtul Prakash
Customer Responsiveness is going to the the key driver for growth in the sector of banking going forward. Our program on Sales & Relationship Management for Bankers has been designed by using our experience in dealing with retail as well as large corporate clients. This program will not only help in improving the customer responsiveness but will go long way in improving productivity and efficiency of customer facing bankers.
Michelle Noyes - Connecting people to knowledge: The foundation for deliverin...Transversal Ltd
Connecting people to knowledge:
The foundation for delivering great service
Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare.
Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London.
Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014
Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey.
In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it.
Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Sales & Relationship Managment for BankersAtul Prakash
Customer Responsiveness is going to the the key driver for growth in the sector of banking going forward. Our program on Sales & Relationship Management for Bankers has been designed by using our experience in dealing with retail as well as large corporate clients. This program will not only help in improving the customer responsiveness but will go long way in improving productivity and efficiency of customer facing bankers.
1. GEMMARIE SALGADO
Quezon City, Philippines
+63925-542-6733
gemmarie.francisco@gmail.com
An experienced customer service professional with a diverse background on multiple campaign
processes, having a strong reputation for providing outstanding results in solving customer
issues. I have constantly gained customer-initiated commendations and performance based
awards yielding improved numbers for the business.
Summary of Qualifications:
1. As a customer service professional, I provided top-notch service to customers by solving
issues a timely manner; and provided regular feedback until a resolution is available for matters
beyond my scope.
2. As a team member, I helped other members of the team in their areas of improvement
during group coaching or huddle.
3. As a team member, I initiated the creation of tools/programs to make certain call and email
transactions more efficient and; another tool to monitor and manage an agent’s performance.
Relevant Training:
• Online Marketing Basics
• Social Media Marketing
• Transaction Coordination Basics
• Basic Excel
• Basic HTML
• Broker's Price Opinion
• Google Adwords
• Google Analytics and Webmaster Tools
• Google Forms and Sheets
• Hootsuite and Business Presentations
• Virtual Tours
• Flyer Creation
• Dotloop and GreenSheets
• Listing Management
• Business Writing
2. Inside Sales Agent - Training knowledge
• Buyer and Seller Real Estate practices including documentation per transaction type.
• Acquisition and liquidation of Bank Owned property
• Bank qualifications/approval for Short Sale; REO property
• Internet Marketing forms, Lead sources, CRM or Database Entry
• Common Lead Management systems including Boomtown, Market Leader and Tigerleads
Professional Experience
August 2012 – January 2016 Genpact Services, LLC Quezon City
Process Associate
Answered an average of 40 calls per day from members, healthcare providers and
insurance brokers; and provided first contact resolution to inquiries on health insurance
concerns by using active listening skills and thorough knowledge of policies.
Responded on average of 20 emails from members, healthcare providers and insurance
brokers on health insurance inquiries and complaints by using keen eye on details and
systematic approach on problem solving
May 2011 – June 2012 APAC Customer Services, INC Quezon City
Customer Service Associate
Answered an average of 60 calls per day from newspaper subscribers and provided first
call resolution to inquiries and complaints by using effective communication skills.
Saved average of 25% of unsubscribing customers by providing promotional offers
through effective sales pitch delivery
Education
June 2005 – October 2008 Our Lady of Fatima University Valenzuela City
Bachelor of Science in Nursing
Upper 5% of the graduating class
GWA of 2.0
June 2002 – October 2003 University of the Philippines Los Banos, Laguna
Bachelor of Science in Human Ecology