Floramae Pansit

Dedicated and customer-focused Retention Specialist, Customer Service Representative, and Sales Representative with over 6 years of experience delivering exceptional customer support, resolving complex concerns, increasing customer retention, and driving sales growth. Skilled in building strong customer relationships, handling objections, identifying customer needs, and providing tailored solutions that improve satisfaction and loyalty. Proven ability to meet performance metrics, exceed retention goals, and thrive in fast-paced, target-driven environments.

Account Executive at FlatworldSolutions PH (2024-01 – 2026-08)

• Manage inbound and outbound customer interactions regarding account retention and service inquiries.
• Identify customer concerns and provide effective solutions to improve satisfaction and prevent cancellations.
• Educate customers about products, services, and available promotions.
• Handle billing concerns, account updates, and service-related issues professionally.
• Build long-term customer relationships through excellent communication and problem-solving.
• Consistently achieve customer satisfaction and retention performance goals.

Customer Service Representative at Alorica PH-DVO (2021-02 – 2023-10)

• Assisted customers, Dashers, and merchants through chat, email, and phone support.
• Resolved delivery, payment, account, and order-related concerns efficiently.
• Retained customers by addressing complaints, offering appropriate solutions, and ensuring positive customer experiences.
• Managed escalated issues while maintaining professionalism and empathy.
• Met quality assurance, productivity, and customer satisfaction metrics.
• Collaborated with internal teams to ensure timely issue resolution.

Customer Service Representative at DoorDash (2021-02 – 2023-10)

Retail Sales Associate at Concentrix PH-DVO (2020-11 – 2021-01)

• Assisted customers with product selection and purchase decisions.
• Delivered outstanding customer service to enhance the shopping experience.
• Processed sales transactions accurately and efficiently.
• Promoted store promotions, memberships, and additional products to increase sales.

Retail Sales Associate at Macy's- Retail Company (2020-11 – 2021-01)

Undergraduate – College of Criminal Justice Education (2021-01 – 2025-12)

Bachelor of Science in Accountancy in Accountancy (2020-01 – 2021-12)