Skills
Customer Support > Sales Support
2-5 Years
Quality Analyst
6 Months to 1 Year
Customer support/Quality Assurance
1-2 Years
Experience highlights
Quality Assurance Supervisor
Qualfon
·
June/2023
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/
Manage Quality Assurance Analysts performance, Schedule and Pay. Conducts coaching to QAAs. Consolidate call monitoring data, Analyze and provide insights to stake holders. Tools used: Verint, Limesurvey, MS Excell, MS Word, MS Power Point, Avaya, Outlook, MS Teams, WebEx, internal KBs, Amazon Appstream, Internal Billing and UKG.
Quality Assurance Analyst
Qualfon
·
June/2022
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Present
Monitor and evaluate 40 agents’ calls. Provide analysis, feedback and coaching. Tools used; Verint, Avaya and internal billing and coaching tools.
Customer Service Representative>Tier 3>Technical Support
Qualfon
·
February/2018
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Present
Was assigned to process free and manage lifeline phones to eligible customers. Then transferred to customer onboarding department with main obligation is to port numbers from and to different service providers. Tools used, Avaya, Citrix, Amazon Appstream, internal and vendor billing tools.
Customer Service Representative>Sales Rep
Convergys
·
May/2016
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Present
Initially profiled as business class customer service and sales rep then reprofiled to residential LOB. Main obligation is to manage and troubleshoot customer’s and business establishments’ landline, cable, internet and home security accounts and connections. Used google maps, Avaya,
contactinfohChoose a plan to view contact info.,
contactinfohChoose a plan to view contact info. and internal billing tools.
Customer Service Representative>Care Chat>Email support
Eperformax
·
October/2015
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Present
Worked as a care chat representative specializing in seller and customer support. Main obligation is to assist VIP members and sellers with their sales and purchases. Used
contactinfohChoose a plan to view contact info., Salesforce, Shopify, Avaya,
contactinfohChoose a plan to view contact info.,
contactinfohChoose a plan to view contact info. and Kana,
