Customer Service Expert

Overview

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

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

May 12th, 2024 (3 days ago)

Member Since

November 30th, 2022

Profile Description

Work Experience

VIRTUAL ASSISTANT (Customer Support & Sales Representative)
Happy Life Cleaning LTD.
November 2022 - February 2024
1. Responsible for making sales, marketing strategy, and operations.
2. Handling inbound calls and converting them into sales.
3. Social Media content creation, posting, and engagement.
4. Streamline processes, from recruiting providers, to onboarding them.
5. Provide Customer Support to clients who have concerns/complaints about the cleaning job our cleaners just completed.

MARKETPLACE OPS REPRESENTATIVE 
CLIPBOARD HEALTH 
September 2021 - September 2022 
1. Monitor Healthcare Professional attendance records. 
2. Resolved conflicts and negotiated mutually beneficial agreements between parties. 
3. Actively listens to customers' requests, confirming full understanding before addressing concerns. 
4. Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork. 
5. Used critical thinking to break down problems, evaluate solutions and make decisions.

QUALITY ASSURANCE ANALYST 
ALORICA TELESERVICES INC. | PANDANGGO 
March 2020 - March 2021
1. Fixed identified issues to improve workflows. 
2. Created and achieved product quality objectives and met product specifications. 
3. Reported progress, test metrics, and results to project stakeholders. 
4. Participated in requirements and used case reviews. 
5. Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork. 
6. Mentored and coached teaUpgrade to see actual infombers on QA topics and strategies. 
7. Developed reports and materials for key stakeholders related to quality goals, progress, and challenges. 

QUALITY ASSURANCE ANALYST 
ALORICA TELESERVICES INC. | WALMART CANADA 
October 2019 - February 2020 
1. Monitor inbound and outbound calls to assess communication accuracy. 
2. Identifying flaws in each agent’s service, based on the standardized scoring model established during the QA calibration session. 
3. Report errors found to their respective Managers and discuss what went wrong and what needs to improve. 
4. Coach and train Agents who needed help in improving their customer service skills. 
5. Participate in internal and external calibrations with clients. 
6. Identify strategies to implement improved internal processes. 
7. Draft and execute quality assurance policies and procedures. 

ESCALATION AGENT 
ALORICA TELESERVICES INC. | WALMART CANADA 
October 2018 - October 2019
1. Deal with irate customers who needed further assistance or requested to speak to someone higher than a representative. 
2. Analyze situations, investigate problems, and determine solutions. 

CUSTOMER SERVICE REPRESENTATIVE
ALORICA TELESERVICES INC. | WALMART CANADA 
June 2018 - September 2018
1. Answer calls and address customers' concerns (how to purchase the item and the current status of their online orders.) 
2. Making sure to provide accurate information to the customer by utilizing all available resources. Handle customer complaints. 
3. Collecting and analyzing customer feedback. 

SKILLS
1. Quality Improvement 
2. Corrective action planning
3. Data Analysis
4. Training Implementation
5. Project Management

PLATFORMS
Slack 
Basecamp 
Click Up 
Shopify 
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Gleam 
ManyChat 
Lark 
CRM 
Bytelemon 
Google Drive 
Salesforce 
Ring Central 
Five9 

CHARACTER REFERENCE
Upon request

Get in touch!
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