QA Analyst | Billing & Sales Rep.| CSR & TSR Rep.

Overview

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

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

Bachelors degree, Major in English

Last Active

September 1st, 2023 (27 days ago)

Member Since

February 14th, 2018

Profile Description

Experienced Quality Assurance Analyst | Billing and Sales Rep. | Customer Service and Technical Support Rep.  who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at providing world-class customer service experience in a timely and accurate way, via phone, email or chat. Skilled also at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge.

Core Qualifications :
Deliver coaching feedback to agents and team leaders
Conduct and evaluate customer feedback survey and forms
Exceptional listening and analytical skills
Can prepare detailed management reports
Critical thinker, positive mind and flexible
Complaint Resolution Expert
Building Customer Loyalty
Up-selling

Experience
Senior QA Analyst 
iQor Full-time 
Apr 2019 – Aug 2020 1 yr 5 mos 
Davao, Davao Region, Philippines 
- Conduct monthly calibration sessions with call center 
- Team Leaders to develop scoring consistency and best practices 
- Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement 
- Writes fundamental documentation in a clear, concise manner and according to standards 
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls 
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center 
- Conduct customer interaction and ticket reviews, and complete evaluations

Customer and Technical Support Representative
IBEX Full-time
Feb 2016 – Mar 2019 3 yrs 2 mos
Davao, Davao Region, Philippines
- Interview clients to gather information useful in providing recommendations and solutions
- Provide daily technical support services for information technology establishments
- Document and track customer issues using a ticketing system to ensure quick resolution
- Maintain the security and integrity of company database by setting access controls
- Explain highly technical details to customers using simple understandable terms
- Guide and direct the activities of less experienced tech support personnel

Billing and Sales Representative
VXI Global Solutions, LLC Full-time
Nov 2014 – Dec 20151 yr 2 mos
Davao, Davao Region, Philippines
- Conduct periodic billing audits to maintain accuracy in work? 
- Analyse the unpaid claims and denials and investigate the reasons for nonpayment
- Make a list of unpaid claims and communicate with the debtors to find any possibility for payment
- Perform clerical functions of filling up forms and submitting them with the authorities
- Study the contractual terms and conditions of payment
- Make sure certain payments are consistent with the terms

Market Research Interviewer
Dynata Full-time
Aug 2014 – Nov 2014 4 mos
Davao, Davao Region, Philippines
- Explaining the purpose of the research
- Asking a set of scripted questions to gauge people's attitudes towards a particular product,service or issue
- Conducting interviews over the telephone to participate as respondents in the survey orproject
- Recording responses on a computer or questionnaire
- Carrying out a set number of interviews to meet a target