Customer service, Tech, and Sales

Verified

$13/hr

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Outline

Looking for Part-Time work (4 hours/day) at $13/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

More than 10 years delivering exceptional customer and technical support

Skills & Experience

Skills

Customer Support > Sales Support 10+ Years

Office & Administration > Customer Service 10+ Years

Customer Support > Chat Support > Email >Inbound Phone Handling 10+ Years

Customer Support > Active Listening problem solving, 10+ Years

Customer Support > Technical Support, 10+ Years

Experience highlights

Team Leader

Edge TV · August/2024 – /

• Monitors incoming calls and email responses.
• Troubleshoot subscription/service-related issues.
• Respond to emails, SMS and chats promptly.
• Answer calls to provide resolution on their inquiries.
• Setup free trials for customer wanting to use the service.
• Document information on CRM.
• Offer sales and upgrades to possible customers and existing customers.

Team Leader

Concentrix · November/2016 – Present

• Receives escalated calls from SMEs (supervisor and manager calls)
• Provides feedback to agents on how to improve call handling, troubleshooting, and sales pitch.
• Sends feedback to the training team on how we can improve operations and training processes.
• Collaborates with the agent's feedback on the Knowledge Base Tool for any missing articles, processes, policies, and broken links to be raised on weekly BPO Meeting.
• Ensures quality is met when handling calls and guides them on

Team Leader

Microtech Global Solutions · September/2016 – Present

• Validates product knowledge retention and teaches new agents.
• Reviews outbound calls and recorded calls to identify call handling strengths and opportunities.
• Coaching and feedback sessions to address specific behaviors, improve performance, and revisit previous performance.
• Directs calls to ensure performance and quality standards are met.
• Assists agents on how to lead mine.
• Monitors agent outbound calls in real time to meet the required time frames.
• Validates product

Team Leader

STARTEK · July/2013 – Present

• Reviews product knowledge retention and educates new agents.
• Observes live calls and recorded calls to ensure quality standards are met and to identify call handling strengths and opportunities.
• Coaching and feedback sessions to address specific behaviors, improve performance, and revisit previous performance.
• Monitors agents inbound and outbound calls in real time to meet the required time frame.

Marketing Staff

Asian College · November/2010 – Present

▪ Conducts Career Orientation Seminars for high schools and serve as speaker.
▪ Gives instructions and guiding OJT students.
▪ Assists on all marketing activities e.g. distributing flyers and brochures.
▪ Answers queries both walk-in and telephone.
▪ Accommodates transferees, new students and school visitors by conducting campus tours.

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