Quality Specialist | Sales Support | Technical Support

Overview

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

at $4.99/hour ($960.00/month)

Bachelors degree

Last Active

June 25th, 2026 (2 days ago)

Member Since

November 6th, 2022

Profile Description

EMPLOYMENT EXPERIENCE: 6 years and 2 months
 
Clark Development Corporation (April 2016 – August 2016)
-IT Technical Support - Internship
 
Sutherland Global Services (October 2017 – Feb 2020)
Microsoft Store | North America
-Customer Service/Sales Representative

Majorel (February 2020 – December 2023)
Microsoft Store | North America
Customer Service/Sales Representative (Feb 2020 – May 2020)
Quality Specialist (May 2020 – June 2023)
Operations Supervisor (June 2023 – December 2023) 

Roles and Responsibilities:
As an advocate (October 2017 – May 2020)
- Take inbound call/chat and/or respond to customer’s emails and queries
- Manage and resolve customer complaints
-Technical Assistance via LogMeIn (Office and Windows)
- Offer/Recommend products that best fit customer’s needs
- Scrubs and manage cases to ensure delivery of resolution towards
customer’s concern
- Maintain a good score and ensures that Major KPIs are met on a monthly
basis
-Create quotation for Bulk orders (Small and medium business)
-Qualify Leads and Close Leads if needed
 
As a Quality Specialist (May 2020 – June 2023)
- Scrubs 1-4 rating of advocate to determine if controllable or
uncontrollable (call listening and chat review
- Audits advocate
- Audits uploads in Azure and Majorel SharePoint
-Team progress report every month for CSAT and Audit Average
-Team huddle
-Coaching if needed for advocate who failed to pass the evaluation
-Review callouts of advocate from client
-Reports whole LOB disconnection rate and review if valid or invalid
disconnection from the advocate side
-Reports whole LOB case to contact ratio
-Generate reports from callouts that are being sent by client
-Data extraction using PowerBI
                                                           
As a Bot Analyst (Special Project while in Quality Specialist Oct 2022 – March 2023)
-Extracts Data in PowerBI
-Review interactions of Bot and Human
-Recommends improvement for the Bot
-Creates reports and present data to client (Business Review Biweekly)
 
As an Operations Supervisor (June 2023 – December 2023)
-Tracks KPI of advocates
-Coach advocate
-Upload coaching log in Majorel SharePoint
-Daily extraction of data in PowerBI (MTD of Sales and CSAT)
-Creates schedules
-Monitors live chat
-Huddle Sessions
-Monthly Business Review for the Team’s performance
-Monitor open cases