Customer Service, Technical Support, Quality Analyst

Verified

$6/hr

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Outline

Looking for Full-Time work (8 hours/day) at $6/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

More than 10 years experience in customer service and technical support handling different lines of businesses from healthcare, ecommerce, real estate

Skills & Experience

Skills

Customer Support > Active Listening 10+ Years

Customer Support > Customer Service > Payment Processing 1-2 Years

Quality Analyst 2-5 Years

Technical support 2-5 Years

Salesforce CRM 2-5 Years

Customer Support > Insurance > Prior Authorization 1-2 Years

Zendesk 1-2 Years

PURCHASE ORDERS 1-2 Years

Experience highlights

Product Support Agent I

RealPage Philippines · August/2022 – /

• Provide assistance on software issues or concerns raised by the users of a property management company. This includes
educating the users on how to use the software to help with their everyday tasks and account management
• Coordinate with internal teams for further troubleshooting on issues not resolved with the available tools

Advocate - Post Cruise

Royal Caribbean International · February/2022 – Present

• Investigate travel agent / guest complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post
vacation experiences
• Work with other departments and submit tickets as needed to resolve issues related to billing, bookings, air arrangements,
and/or any post vacation experiences
• Follow-through recommended adjustments to ensure customer satisfaction and gather feedback about cruise experience to
improve services

Client Services Associate

TDCX Phils · March/2021 – Present

• Provide post-sales customer service support / troubleshooting support through email and chat for a social media account
• Perform data analysis to improve advertising customer experience and ensure higher return in investment
• Analyze disapproved ads and submits a request for approval
• Gather client and partner feedback to enhance ad products and the customer experience

Team Leader

Concentrix · December/2019 – Present

• Establish and manage the achievement of Key Performance Indicators (KPIs)
• Coach, guide and train team members by providing creative ideas and ways on how to carry out the respective tasks towards
providing excellent service
• Provide assistance to team members in accordance with established practices and procedures
• Assist in hiring and selection of new team members

Sr. Quality Evaluator -

Concentrix · February/2016 – Present

• Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, speech analytics and other agent quality
performance measurements
• Provide root cause analysis on program, team and agent level identified opportunities
• Provide recommended intervention activities to address quality metric opportunities identified
• Review Quality parameters and make changes whenever necessary in consultation with Operations
• Facilitate calibrations/do client interfacing
• Assist in hir

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