Quality Analyst | Customer Success | Customer Service Repres

Overview

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

at $4.00/hour ($352.00/month)

Bachelors degree

Last Active

September 6th, 2023 (260 days ago)

Member Since

January 23rd, 2023

Profile Description

I've been employed in the Business Process Outsourcing (BPO) sector for over 8 years. Throughout the first year and a half of my professional career, I worked as a full-time Chat Support Representative for two Qualfon accounts: LifeLock, an American identity theft protection company, and Xfinity, an American telecommunications company and a division of Comcast Corporation.

I then worked full-time as a Customer Service Representative for RapidVisa, an online-based service that uses technology and complete support to simplify the US immigration process, for the ensuing 4 years and 7 months. For RapidVisa, I answer phones, engage in customer service chats, examine online account petitions, and respond to email inquiries.

RapidVisa was acquired by Boundless Immigration in late 2020. Boundless Immigration is a Seattle-based company that offers online immigration support services and independent legal support through a network of affiliated immigration attorneys to assist immigrants in navigating the complex and ever-changing U.S. immigration systems. A few months following the consolidation of the two companies, I was one of the pioneering Philippine-based employees appointed to work for Boundless' Customer Success department. My primary responsibilities as a Customer Success involve cross-referencing customer accounts and their supporting documents, handling inbound and outbound calls, and responding to emails.

I received a recommendation from our General Manager five months later, leading to my promotion to the position of Junior Quality Analyst. I help manage quality interactions of the agents with our clients via phone, chat, or email channels. I assist operations and local quality functions to track, document, and report quality levels as well as to accurately document and communicate agents' focus behaviors and to ensure that agents adhere to corporate standards and overall quality. Exactly a year and six months have passed since I assumed this position.