Philippines Experience
Quality Analyst
Quality Analyst (currently):
Assists in providing high-quality service and exceeding client expectations by tracking and evaluating the process and giving feedback to clients and operations;
Facilitating QA talks, meetings, and providing support to teammates
Virtual Assistant
Virtual Assistant Specialist:
Provide assistant/supports busy families with routine tasks and everyday chores; like looking up and purchasing for plain tickets, plan for a trip, research activities they may do while on the trip, look for a gift for their love ones, etc.
Managed calendars, scheduled meetings, and made travel arrangements for executives.
SME
SME:
Providing real time support and updates to Teammates, tenured and new hires alike, within the LOB;
Responsible in providing assistance to my partnered TL, do coaching on their behalf to the teammate; monitoring, organizing, and updating KPI Reports via Google Sheet;
Do Spot checks, DSAT Scrubbing, Live Barge or SBS, and root cause analysis to a teammate's call and provide them feedback and action plans on how to move forward.
Monitoring Amazon Connect productivity as well, and organizing reports for every day productivity and AHT of the teammates within the LOB.
(Not taking calls, emails or chat at this time, solely doing SME related tasks)
Tools:
Salesforce
Amazon Connect (SoftPhone)
PowerBI
Google Suite (Drive, Docs, Sheet, Presentation, Gmail)
MS Office (Word, Excel, Powerpoint, Outlook)
Customer Service Representative
Non-voice and Voice Customer Service Representative:
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns;
Providing real time assistance and resolution to the customers through various channels;
Maintaining a positive, empathetic, and professional attitude with the customer and with my colleagues as well.
Tools:
Salesforce
Amazon Connect (SoftPhone)
Google Suite (Drive, Docs, Sheet, Presentation, Gmail)
Customer Service Representative
Customer Service Representative Position
Task:
Answering queries of the customers via email or chat.
Promptly providing assistance and resolution to customer's concern.
ADMIN task:
Assisting TLs with sending daily EOD.
Providing assistance to the team - when in comes to process.
Tools:
Zopim
Shopify, Amazon and eBay
Google Docs, Presentation, Sheets
MS Office (Word, Excel, Powerpoint)
Experience
Quality Analyst
Quality Analyst (currently):
Assists in providing high-quality service and exceeding client expectations by tracking and evaluating the process and giving feedback to clients and operations;
Facilitating QA talks, meetings, and providing support to teammates
Virtual Assistant
Virtual Assistant Specialist:
Provide assistant/supports busy families with routine tasks and everyday chores; like looking up and purchasing for plain tickets, plan for a trip, research activities they may do while on the trip, look for a gift for their love ones, etc.
Managed calendars, scheduled meetings, and made travel arrangements for executives.
SME
SME:
Providing real time support and updates to Teammates, tenured and new hires alike, within the LOB;
Responsible in providing assistance to my partnered TL, do coaching on their behalf to the teammate; monitoring, organizing, and updating KPI Reports via Google Sheet;
Do Spot checks, DSAT Scrubbing, Live Barge or SBS, and root cause analysis to a teammate's call and provide them feedback and action plans on how to move forward.
Monitoring Amazon Connect productivity as well, and organizing reports for every day productivity and AHT of the teammates within the LOB.
(Not taking calls, emails or chat at this time, solely doing SME related tasks)
Tools:
Salesforce
Amazon Connect (SoftPhone)
PowerBI
Google Suite (Drive, Docs, Sheet, Presentation, Gmail)
MS Office (Word, Excel, Powerpoint, Outlook)
Customer Service Representative
Non-voice and Voice Customer Service Representative:
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns;
Providing real time assistance and resolution to the customers through various channels;
Maintaining a positive, empathetic, and professional attitude with the customer and with my colleagues as well.
Tools:
Salesforce
Amazon Connect (SoftPhone)
Google Suite (Drive, Docs, Sheet, Presentation, Gmail)
Customer Service Representative
Customer Service Representative Position
Task:
Answering queries of the customers via email or chat.
Promptly providing assistance and resolution to customer's concern.
ADMIN task:
Assisting TLs with sending daily EOD.
Providing assistance to the team - when in comes to process.
Tools:
Zopim
Shopify, Amazon and eBay
Google Docs, Presentation, Sheets
MS Office (Word, Excel, Powerpoint)
