Customer Service, Data Entry

Overview

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

at $170.45/hour ($30,000.00/month)

Bachelor of Science in Information Technology

Last Active

July 14th, 2010 (5348 days ago)

Member Since

July 14th, 2010

Profile Description

Customer Service Associate
• Handle general customer inquiries like account status, account details, products/services information and billing.
• Provide effective and efficient customer service.
• Responsible for improving customer satisfaction, up-sell products and services.
• Follow-up on customer inquires not immediately resolved.
• Monitor, document and alert the supervisor of trends in customer calls.
Transaction Monitoring Evaluator
• Select calls for evaluation according to business priorities.
• Identify and address agent knowledge gaps, process inefficiencies or sales ineffectiveness.
• Drive desirable agent behaviors at individual, group and enterprise levels.
• Provide feedback and coaching tailored to agents.
• Performs call monitoring and provides trend data to supervisors and managers.
• Participates in department and client calibrations to identify customer/client needs and expectations.
• Provides feedback to team leaders and managers.
• Prepares and analyzes quality reports for supervisor and manager review.