Customer Service Representative

Overview

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

at $5.00/hour ($660.00/month)

Bachelors degree

Last Active

January 10th, 2024 (105 days ago)

Member Since

February 22nd, 2017

Profile Description

Work Experiences:Lead Associate – Quality Company: WNS Global Services Philippines, Inc. Branch:
Alabang, Muntinlupa Client:
State Insurance – New Zealand IAG Brand (Home, Car and Contents) Inclusive dates of employment: August 11, 2017 – August 29,2019
Responsibilities:   ? Monitor incoming and outgoing calls of agents to ensure compliance and delivery of quality customer service? Identify top opportunities to improve processes and the performance of each individual taking and making calls? Perform coaching and feedback per agent as well as execute quality team meeting –incorporating call listening to make sure error would be corrected across the team which would result to better operational performance. Coaching involves call quality, email quality, red alerts, corrective actions for data accuracy, and low customer experience survey (NPS)? Ensure compliance are of standard based on internal and external rules and regulations ? Reporting daily and month end quality audits, root cause analysis, sales audits, fraud and leakage, bad leads accuracy etc? Conduct bottom quartile sessions to recover agents with low performance ? Other Tasks: Assists agents real time for queries relating to product and email proof-reading
Brief Description of previous role: Customer Relations (Outbound/ Retention)? Collect payments for accounts in arrears whether it’s for renewal or installment bill plans? Assist in payment arrangements to help customer keep their insurance policies and to catch up with the arrears? Save customers from cancelling their insurance policies? Encourage customers to set up new policies from their cancelled one? Manage voicemails, emails, leads and incoming calls ? Process 30-45 new leads daily including leads on 2nd and 3rd attempts
Training: ASCEND Leadership Enhancement Assistance Program (January 17, 2018)Cross-trained to another IAG Brand - AMI Insurance (New Zealand)Date Certified: October 19, 2018
Achievements: QUARTERLY HE TOA TAKITINI Award` Internal IAG award programme designed to recognise excellence. from IAG NZ signed by GM- Sales and Service NZ Amanda CooperDated: 18 October 2018 LEAGUE of CHAMPIONS AwardAward Type: AchieverAn “Achiever” when he / she has gone above and beyond what is expected, demonstrated consistent performance and has created significant impactAward Reason: Operational ExcellenceDated: 08 July 2018 and 03 July 2018
LEAGUE of CHAMPIONS AwardAward Type: Go-GetterA “Go-Getter” when he / she has gone above and beyond what is expected and has demonstrated consistent performanceAward Reason: Operational ExcellenceDate: 29 January 2018
Wireless Care Representative Company: KGB_Philippines Inc. Branch:
Sta Rosa City, Laguna Client:
Verizon Wireless (Prepaid Mobile) Inclusive dates of employment: Feb 29, 2016 – Mar 3, 2017 Responsibilities:  ? Activate new prepaid services such as mobile, tablet and jetpack? Process order in changing devices/SIM card;? Troubleshoot mobile activation errors and resolve network problems such as difficulty making/receiving calls, sending/receiving SMS/MMS and using data ? Review accounts to give the best offer and is suitable to the needs of our clients
Customer Service Representative / Chat Support Company: Teletech Customer Care Management Philippines, Inc.  Branch:
Sta Rosa City, Laguna Client:
Telstra Small Business  Inclusive dates of employment as CSR: Aug 23, 2010 – Nov 30, 2015 Inclusive dates of employment as Chat Support:
Dec 1, 2015 – Mar 15, 2016
Responsibilities:  ? Provide support via phone, email and chat? Handle general enquiries for products and services, account-related concerns, billing disputes, sales and order processing  for products such as mobile, fixed line (landline) and internet ? Perform credit management tasks like processing of payments, setting up payment arrangements and reconnecting suspended or disconnected services
Achievement: 
One of the TOP 500 Agents for Telstra in the Philippines Dated: July 2013


Technical Support Representative Company: Advanced Contact Solutions, Inc. Branch:
Lipa City, Batangas Client:
Verizon (High Speed Internet) Inclusive dates of employment: Dec 10, 2007 – Dec 24, 2009 Responsibilities:  ? troubleshoot internet connection problems? WIFI and email set up