Jan Fontilar

* Work closely with the owners and team to run smooth operations daily. * Accommodating appointments and walk-in customers. * Accelerate sales by engaging potential customers across every available channel. * Engaged with our customers by responding to their inquiries across various chat channels, ensuring high customer satisfaction and resolving issues promptly. * Analyzing customer behavior to drive in-person and online sales. * Educated customers on the key differences between natural and lab-grown diamonds to support informed purchasing decisions. This included explaining origin, value, certification, and environmental impact variations. Emphasizing that while both types are identical in appearance and structure, natural diamonds are formed over billions of years beneath the earth’s surface, whereas lab-grown diamonds are created in controlled environments using advanced technology * Addressed common customer concerns regarding authenticity, resale value, and ethical sourcing. Using company presentation, certification documents, and industry knowledge, I ensured that each customer clearly understood their options and felt confident in their selection. This consultative approach helped build trust, improve customer satisfaction, and support overall sales goals * Guide customers through the process of selecting or customizing jewelry pieces that match their personal style, occasion, and budget. * Walk the customers through each stage of purchasing and creating custom jewelry, from initial consultation to final delivery. * Ensuring smooth communication between the customer and the design or production team. * Monitor and analyze market trends and customer behavior to drive in-person and online sales and competitor activities. * Identify opportunities for improvement and implement strategies to enhance customer experience and drive business growth * Oversee marketing campaigns to drive traffic and increase conversions.

* Provided comprehensive administrative support to the Senior Vice President of Sales, including preparing detailed sales reports, drafting proposals for prospective clients, conducting research, and handling daily operational tasks. * Managed the daily operations of five key multi-store accounts, overseeing order processing, production scheduling, product cost analysis, and special-order pricing. * Coordinated with vendors to check merchandise availability, negotiate prices for memos or purchases, and report daily returns and weekly sales performance. * Maintained regular communication with senior buyers and store managers to identify outstanding needs and ensure timely fulfillment. * Built and maintained strong relationships with retail partners, focusing on trust, consistency, and client satisfaction. * Negotiated pricing and contract terms to support successful deal closures and long-term partnerships. * Oversaw loose diamond and mounted jewelry memorandum programs, including product selection and sales performance analysis. * Executed pricing strategies and prepared customer samples and presentation materials for client meetings. * Handled inbound and outbound calls with professionalism, ensuring prompt and effective customer engagement. * Opened and onboarded new retailer accounts by clearly presenting product offerings and value-added services. * Collaborated on style selection and merchandising strategies, aligning new designs with price points and market demand. * Reviewed sales data to identify best-selling items and curated tailored assortments for individual accounts. * Delivered high-quality customer service by responding to phone and email inquiries, analyzing issues, resolving problems, and escalating when needed. * Monitored and followed up on customer complaints, ensuring complete resolution and ongoing satisfaction. * Worked collaboratively with internal teams to develop solutions to customer concerns and improve service delivery.

Acting Supervisor and handled a small team for a client to carry out daily operations. Finish reports on a daily, weekly and monthly basis and report directly to the Service Manager Review call recording to ensure Quality is provided through each client call and discuss feedback on “what can be done better” for client satisfaction. Answer incoming calls and emails that include supervisor and managerial calls, providing best customer service, accurate information and resolving complaints. Produce a Knowledge Base from a client source and discuss with the team for information synchronization.

- Create a list of people who haven’t made payments and organize a list according to severity of delinquency. - Inform clients of overdue accounts, amount currently owned, and attempt to collect payment. - Ensure all customer information is correct, including phone numbers and addresses. - Review terms of sale or loan documents, set up repayment plans and new terms of sale. - Record new commitment to repay debt. - Send statements of delinquencies to the credit bureau. - Initiate repossession proceedings or hand over account to law practice that specializes in debt collection. - Purge records if debt has been satisfied and Report satisfied debts to credit bureaus. - Follow federal and state laws dealing with debt collection.

JOB HANDLE: WESTERN UNION MONEY TRANSFER/CUSTOMER SERVICE - We discuss rules, regulations, limits and restrictions for sender and receiver worldwide or answer the questions that the customer may ask and satisfy them. - Assisting customer on staging money transfer (Over the Counter & Via Phone) E-mail Receipt - Assisting to process money transfer online using their Debit/Credit Card & Email Receipt - Discuss safety of the service with Consumer Protect for Fraudulent Activity - We upgrade loyal customers to provide Prepaid Service Assistance - Assisting US customers on Web Technical issues and given resolution

JOB HANDLE: INTUIT QUICK-BOOKS - Providing the year to date software of Quick-books, discuss it compatibility and its features. - Provide how to's sample, discuss its difference between the other software and free tutorial. JOB HANDLE: UNITED AIRLINES TICKETING AND MILEAGE PLUS CUSTOMER SERVICE - Assisting them to book their flights, provide expectations such as charge, fees, promotions, policy, regulations and their flight details. - Explains on how the program works for Mileage accrual, status and promotion program. - Make them feel that they are part of the family and they'll turn into a regular customer. - Pitch in to have their very own credit card to enjoy more benefits from the airlines.

JOB HANDLE: TELECOMMUNICATION ACCOUNT - Inform about their inquiries and give possible options to have a win-win portion. - Identify the better postpaid plan and combine it with the cellphone of choice. - Present and elaborate the running promotion.