Customer Service. Account Manager. Coach. Quality Analyst.

Overview

Looking for full-time work (8 hours/day)

at $8.00/hour ($1,408.00/month)

Bachelors degree

Last Active

November 10th, 2024 (34 days ago)

Member Since

January 3rd, 2013

Profile Description

A major accomplishment is being able to spearhead excellence through review, coaching and evaluation of individual and team performance. I've also had an experience in working with an American client for collaboration on goal setting and implementation.

I look forward to excelling in a position that cultivates vast skills in organization and research while fostering values in integrity and meaningfulness of work.

In a span of almost a decade, I have transitioned from being a customer service agent to eventually becoming Quality Assurance coach, Team Leader then Account Manager handling a team of 30 permanent hires and 70-100 seasonal hires during peak months.

My experience include honing the following skills:
- Developing processes and policies for different customer service channels
- Establishing standards for customer service and training across different channels (e.g. product knowledge and customer service excellent practices)
- Reviewing customer service interactions and team KPIs to formulate action plan and improve customer experience and agent metrics and performance
- Mentoring customer service agents and team leaders to achieve KPIs while balancing this with great quality customer service experience
- Generating and analyzing reports to review data reflective of customer experience and agents' performance
- Problem solving and collaboration to achieve goals in relation to: customer experience, teaUpgrade to see actual infotrics and brand and company standards.