Customer Service Representative

Overview

Looking for full-time work (6 hours/day)

at $7.00/hour ($924.00/month)

Bachelors degree

Last Active

May 14th, 2024 (2 days ago)

Member Since

December 28th, 2021

Profile Description

I have been working for a BPO company for the last 7 years and am currently employed as a Team Leader for voice and chat customer support in Concentrix.
I was initially hired as a voice representative for a financial company with knowledge of Disputes and Claims customer support. I am knowledgeable when it comes to resolving customers’ issues with good problem-solving skills which focus more on what I can do rather than what can't be done.
I was a previous quality assurance officer as well which focuses on the quality of customer service. I was supporting voice and email and my job was to provide an overview as to the quality of interactions our customer representative is demonstrating through call listening or email reviews. One of the things I was designated to do was to provide feedback and scores during our new hire training. This feedback and support were essential to secure better performance once they are endorsed to production.
As a quality evaluator, I was designated to run calibration sessions with Team Leaders, managers, and even clients. My job was to ensure that the team are calibrated on the behaviors that a customer representative should demonstrate in their interactions. This would help them ensure that they are targeting the correct behavior during coaching and feedback sessions with their respective Upgrade to see actual info my current position as a Team Leader, I am tasked to manage a team of a combination of voice and chat support. My role is to manage a team to ensure that certain business needs are met. My job consists but is not limited to; coaching teaUpgrade to see actual infombers; timekeeping management for the team; running teaUpgrade to see actual infoetings and huddles; calibration with quality and the clients; auditing calls and chats on a daily basis; providing feedback and analysis on team performance; attendance management; clients billable hours management, etc.
I am proficient with Microsoft applications as it is required in my previous and current job. I have good communication skills as I have been working with clients in UK and NA previously. I am very much flexible when it comes to work and am willing to still learn all other skills.