Team Leader/ Reports Analyst / Data Entry Specialist

Overview

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

at $2.82/hour ($272.73/month)

Bachelor's Degree

Last Active

August 31st, 2019 (2474 days ago)

Member Since

September 30th, 2014

Profile Description

I have 2 year experience as Technical Support Representative and over 2 years of experience as Quality Assurance Specialist with broad knowledge and hands-on skills in handling customer inquiries and issues, assisting all types of customers, responding to customer emails with accuracy and timeliness. I have keen attention to details and ensure accuracy with every task.
Team Leader -
Teletech Holding Inc
• To provide leadership, support and guidance to frontline staff (CSRs) to assist in achieving and maintaining the productivity targets identified in contracts.
• To coordinate the reporting of agent statistics to relevant Operations Manager in a timely manner as described in the final attachment to this document.
• To develop all frontline personnel (CSRs) and be a positive role model for them – leading by example - providing timely identification and response to CSR performance needs / issues.
Quality Analyst - Teletech Holding Inc
• Perform call monitoring and provide necessary coaching to agents for performance improvement
• Analyze behavioral and non-behavioral factors affecting agents call handling
• Facilitates call calibration sessions with clients to ensure that company is evaluating the associates in client perception
• Participate in customer and client call listening to identify customer needs
• Identify end-user critical items, business critical items and program level issues, make necessary reports for client understanding, and action plan
• Act as POC (Team Lead) to assist operation and reduce cost
• Perform data analysis
• Participates in hiring process whenever we are in need of new agents.
Technical Support Representative (Cisco) -
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Create technical cases to customer and determine appropriate engineer to handle issue
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
KNOWLEDGE AND SKILLS
• Good communication skills
• Extremely motivated and detail oriented.
• Good computer knowledge.
• Exceptionally good analytical knowledge.
• Problem solving abilities utilizing available means.
• Ability to work effectively and efficiently
• Well versed in using Microsoft applications such as Excel, Word and Powerpoint