Customer Solution expert/ Quality Assurance 

Overview

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

at $3.98/hour ($700.00/month)

Associates degree

Last Active

September 11th, 2022 (603 days ago)

Member Since

April 30th, 2018

Profile Description

15 years of assisting international companies in providing excellent customer service, and 6 years of which were focused on honing next generation leader of customer support. I am online ready for various tasks that promotes growth for my clients.  I help start up businesses grow their company by providing service that exceeds customer expectations. 

A team player that focuses on getting the job done and can work effectively even with less supervision.

Customer Service Representative
One of the frontline associates who helped the start-up business provide an excellent customer service by conveying genuine human connection in every chat and email interaction as they share their gratitude, appreciation and love in their video montage no matter where they are, near or far.

Quickly adapted to the companies products and services as well as policies even without formal training and still managed to deliver world class customer service.

Customer service representative and Sales representative

 - Answers calls from customers with billing and  technical concerns about their cable, internet and phone bill.

 - Troubleshoots customer's cable, internet and phone service and resolves the customer's service issue before ending the call.

Sales representative

- offers bundle packages to customers and convince them to take advantage of the bundle service (Cable, Internet and Phone) to get more value for their money.

- Listens to customer needs to position  the packages or services appropriate for the offer. 

- Scheduling  installation dates for members who ordered the services they need.

Trusted Advisor 

  - Trained to evaluate calls and deliver coaching feedback to agents or associates to help improve call handling and performance scorecard.

- Takes or receives supervisor calls escalated by front-line agents.

 >Email support Agent

 -  responds to member's emails with regard to billing and technical issues about their subscriptions.

- follows proper email etiquette and convey professionalism in email writing to foster positive customer experience.

- Handles and answers client's billing or technical concerns and other account related queries through email.

- Personalizes email responses to convey understanding of member's concerns and tailor fit email responses to create excellent customer experience.

Operations Team leader/Supervisor (Email Account)

Back-office Email account
Oversaw about 30-40 email customer support agents and leading them towards exemplary performance every month . Arranged and facilitated in plotting schedules to ensure a balanced daily staffing to meet service level requirements/goals. Managed team performance and provided one-on-one coaching to help improve prograUpgrade to see actual infotrics. Evaluated email transcripts and facilitated QA calibration and provide action plans to help improve agents' scorecard.
Provided updates to clients and sending email reports daily through MS Outlook and or set up meetings through Zoom or Business Skype.

Customer service supervisor (Voice Account)

Managed an average of 20 diverse agents with and without medical background for a healthcare account. Managed team performance and honing my agents' skills through constant one-on-one coaching and providing action plans to improve scorecard and meeting target KPI's. Took care of customers who asked for a supervisory calls and ensured that issues were resolved and addressed appropriately.

Additional Skills: 

MS Word
MS Excel
MS Outlook