Anything that involves but not limited to home networking (wired and wireless),

Overview

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

at $0.94/hour ($90.91/month)

College Gradiate (AB English)

Last Active

September 6th, 2011 (5387 days ago)

Member Since

March 18th, 2011

Profile Description

I am currently a Team Captain on one of the call centers here in the Philippines (Cagayan de Oro City). I rose to the rank through diligence, perseverance and willingness to accept criticisms.
I also consider myself an excellent MS Excel user. I know a lot of formulas that can make a certain task easier and faster to accomplish. I know MS Excel formulas like VLOOKUP, INDEX(MATCH), COUNTIF, SUMIF and many others.
You can find below the positions I underwent before I became a supervisor.
Product Support Representative (PSR)
- Troubleshoots any technical problems of the customer (internet connection, file sharing and etc…)
- Guides the customer in installing their networking devices (routers, adapters and etc…)
Product Support Specialist (PSS)
- Provides technical support on advance Linksys devices like wireless home monitoring cameras, wired and wireless print servers, VPN Routers and etc.
Senior Product Support Specialist (SPSS) / Tech Lead
- Provides quality customer service in handling complex and escalated customer inquiries covering all levels and other advanced Linksys products.
- Assists a team of Product Support Specialists in the provision of quality customer service through voice support in accordance with the company’s productivity standards.
Team Captain / Supervisor
- Assist agents on their calls regardless if its technical service or customer service related.
- Provide monthly and quarterly business review on the performance of my team to our client through Quality Assurance monitoring, Average Handling Time, Customer Satisfaction Surveys and First Call Resolution feedback.
- Monitor the number of calls coming in for every time interval and manage the team without abandoning any incoming calls at the same time.
- Generate the grades of my agents through the use of MS Excel as a tool to compute their performance.