Customer Service Office/ Quality Analyst

Overview

Looking for part-time work (4 hours/day)

at $2.83/hour ($272.73/month)

Associate in Information Technology

Last Active

October 14th, 2015 (3906 days ago)

Member Since

August 21st, 2013

Profile Description

Hi,
I have worked as a Customer Service Specialist for Paypal NA and Canada.
I was with the company for 3yrs and 6months, I was taking inbound calls for helping customers with their account issues such us how to send and accept payments for sales and personal payments, troubleshooting login issues and common inquiries about account related problems. I was part of the General Support team for about a year and a half. After such, I was up-skilled ( Cross-trained) for a different line of business which is called the Dispute and Claims Department where I handled cases that involves non receipt of items being sold from eBay and items that were not as described when received. Primarily, the kind of tasks that I was assigned to were to decide on open cases between a seller and a buyer taking in to consideration the fact that whatever decision reached will not affect the loyalty of both customers. After 6 months I got promoted for a higher position, I became a quality analyst, my main responsibility was Listen and audit recorded calls as well as evaluating agent's performance based on the company's quality form.
Encoding the information
gathered from the auditted calls to the client's data base which will then be used by the coaches for the coaching sessions.
I was also provide redirecting feedback to agents based on the evaluated surveyed calls or live calls to ensure agent's/Teammate's compliance with the standard behavior, operating procedures set by the company in order for the site's goal to be reached and to keep the business running.
I also have provided real-time support
needed by the teammate's during a shift, which includes redirecting TM (teammate) in finding the answers to the customers' queries within the Knowledge base, provided extended knowledge to answer customer's questions which answers can't be found in KB (Knowledge Base). I also took
Escalated and Outbound calls and helping Teammates with advance permission based actions needed to be performed in a certain account being handled by an agent (e.g. adding/deleting/updating financial information, closing an account, sending tickets to correct a bug, issues and glitches over the network etc)
And lastly, making sure that teammate's consistency in meeting their stats is being achieved by monitoring how well or mediocre his/her performance during a pay-period to month to date basis. Also responsible in addressing redirecting behaviors that affects a teammate's score in a form of an immediate feedback session up to an extent of a written warning, behavioral alert to termination if the teammate is found to be violating company's /client's set behaviors written in the quality form.
Being able to work in such field (BPO) have increased my knowledge in customer service protocols as well as administrative jobs. I am very confident that whatever task that will be assigned to me will be worked on in a timely manner while making sure that the accuracy level will not be compromised. I work with passion and dedication all the time. My job experiences will prove that.
Thank you, I hope you consider me for the position.