Customer service Team Lead

Verified

$6/hr

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Outline

Looking for Freelance work (4 hours/day) at $6/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Full experience with customer service and Leading agents for 10 years and equipped with Technical with IT industry

Skills & Experience

Skills

Customer Support 10+ Years

Information Technology 1-2 Years

Team Leader 2-5 Years

Experience highlights

Customer support escalation

Emaar · August/2024 – /

- Provide support to customers thru phone calls and emails
- Answer inquiries within Emaar communities
- creating tickets for customers request and follow up
- Communicate with the assign department for the resolution of the issue

Team Leader supervisor

Cognizant · December/2020 – Present

- supervise and monitor the subscriptions of each customers / patients
- Handling escalation/supervisor call for those asking for immediate resolution
- Monitor the medical appointments and Medical subscriptions and doing some outbound call for
reminders.
- Provide guidelines and updates to assign agents
- supervise and monitor the progress on each KPI (AHT, CSAT, Quality and FCR)
- call monitoring and do side by side to check the quality of the call. ( checking for the following
guidelines and

Technical support / subject matter expert

VXI · September/2015 – Present

- support AT&T business clients towards with their internet plan.
- provide reports and email to asign manager for the following KPI on each agent
- receives and generate resolution thru email from queries of the client

Customer service agent

Telus · January/1990 – Present

answers inbound calls from regular customers with their internet and phone subscriptions.
- provide excellent resolution thru email.
- installation and service monitoring for Telus consumers

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