Team/Project Manager & Coach | Senior Operations Specialist

Overview

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

at $10.23/hour ($1,799.99/month)

Bachelors degree

Last Active

October 3rd, 2024 (4 days ago)

Member Since

June 28th, 2020

Profile Description

I have handled and resolved different types of customer concerns, from basic ones to the most complex complaints. These inquiries were more on product knowledge, technical faults or difficulties on customer’s end, billing inquiries, order monitoring and the end to end processes of service activation. Our customers are being supported through different platforms; chat & email. These things were indeed too complicated at first but with the effort and passion I invested on it, I was able to grasp all of it as the days went by. Patience is one the values I learned all throughout this journey. As an experienced customer service representative for Australian customers, I have obtained the ability to think fast, be resourceful and creative in providing long-term resolution.With all the dedication and effort I have exerted to better myself at work, I got excellent markings. I got top sales and customer success agent awards. The best of it all is, I got promoted as a Sales Coach and as a Senior Operations Specialist. I handled escalated tickets, did quality assurance by listening to calls, audited chats and emails to identify opportunities then analyze gathered data to coach/mentor the agents and improve their performances to meet required KPIs. I also ran training sessions specific to sales and customer service techniques in which some contents were created by me. I was tasked as well to handle site projects and teams to lift up numbers. All of these experiences had given me a “Legend of the Year” award, one of the prestigious awards in our company.                                                                                                                    
Skills: Customer SuccessProject ManagementData ManagementLeadership Escalations and RetentionTroubleshootingBasic Content Writing for Marketing (with Ryter &/or ChatGPT)Basic Wordpress update/modificationBlog Posting through WordpressBasic Website Creation through GoDaddy & CloudwaysCRM and Email Blast through InfusionSoft/Keap Zoho Sign and Zoho Form (embed urls, templates & agreements)Customer Service Tools: Zendesk, Salesforce, Justcall, Dialpad & ZoomCall Audit, Quality Assurance & Coaching New Hire Training         Client Reviews: Upgrade to see actual info