Imagem de perfil de mcrabrenica
@mcrabrenica
Bandeira de Philippines Makati City, Philippines
Membro desde 11 de agosto de 2015
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mcrabrenica

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I am an energetic and enthusiastic person who enjoys a challenge and achieving personal goals. I am dedicated, hard working and able to apply myself to any task which I am faced with. I enjoy the environment and I find the work & customer service industry both interesting and satisfying. The opportunity to learn new skills, develop my career and prospects within the industry are vitally important to me. I have been working as a Quality Coach for a customer service company for 5 years and have been in the customer service industry for almost 10 years.
$6 USD/hr
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  • N/ATrabalhos Concluídos
  • N/ANo orçamento
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Experiência

Quality Assurance Specialist/Quality Coach

Sep 2010

Monitor performance to ensure proper procedures and policies are followed according to the QA Guidelines. Setting the quality system standards for e-mail & chats and updating them accordingly to the need of the business. Daily monitoring of agents' work and planning training in necessary fields in order to prevent re-occurrences of those mistakes in order to improve quality on incoming chats and e-mails. Coaching, directing, and providing accurate solutions for Customer Service Representatives.

Customer Service Representative (E-mail/Live Chat Support)

Apr 2009 - Sep 2010 (1 year)

Provide a wide variety of information to customers ie: promotions, offers, rates, minor technical assistance and assist with related concerns regarding our client's products. Resolve problems by using available information and good judgement and decision-making skills with the ultimate goal being customer satisfaction. Ensuring customer satisfaction is prioritised in Europes leading Sports Betting and Gaming Company.

Customer Service Representantive

Sep 2008 - Dec 2008 (3 months)

Provide general customer service to consumers with inquiries about their credit card accounts. Calculate interest that were charged to their credit card account, provide billing information ie: cycle dates, minimum payment due, due dates. Check and provide the customers with balances, offers, pending transactions and assist customers with account closure requests and provide retention offers if available.

IP Relay Operator

Feb 2008 - May 2008 (3 months)

Provide communication assistance to North American-based speech- and hearing impaired individuals via chat protocol.

Customer Service Representantive

Mar 2007 - Nov 2007 (8 months)

Provide general customer service to consumers with inquiries about their credit card accounts. Calculate interest that were charged to their credit card account, provide billing information ie: cycle dates, minimum payment due, due dates. Check and provide the customers with balances, offers, pending transactions and assist customers with account closure requests and provide retention offers if available.

Directory Assistance Agent

Jan 2006 - Mar 2007 (1 year)

- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information. - Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information. - Offer special assistance to persons such as those who are unable to dial or who are in emergency situations. - Keep records of calls placed and received, and of related toll charges.

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