Skills
Escalations Manager
2-5 Years
Experience highlights
Senior Matter Expert
Valor Global Inc
·
January/2024
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Present
Delivered high-level support for T-Mobile Postpaid clients, specializing in complex issue resolution and customer retention. Provided guidance and mentorship to new agents, ensuring quality service delivery and process adherence. Collaborated with teams to maintain service excellence and consistently exceeded performance expectations in a fast-paced environment.
Escalations Manager
Telus International Philippines
·
October/2024
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/
Handled complex customer escalations with a focus on delivering timely and effective resolutions. Collaborated closely with cross-functional teams to ensure customer satisfaction and maintain service quality. Demonstrated strong problem-solving skills and leadership in managing critical cases while upholding company standards and client expectations.
Customer Service Representative
Alorica by the Bay
·
August/2023
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Present
Provided frontline support for T-Mobile Postpaid customers, addressing account inquiries, billing issues, and service concerns. Ensured accurate and timely resolutions while maintaining a positive customer experience. Consistently met performance targets and contributed to customer retention through effective problem-solving and communication skills.
Team of Experts
Sutherland Global
·
August/2022
–
Present
Handled inbound customer inquiries and provided support for T-Mobile Postpaid services. Assisted customers with billing concerns, technical issues, and account-related inquiries. Delivered prompt and efficient resolutions while maintaining a high level of professionalism and customer satisfaction.
