Customer Service Team Lead - Nov. 2022 - May 2024
- Manage and monitor day-to-day team operations & performance.
- Lead in new brand integration, including learning new brands and establishing
knowledge bases, SOPs, templates, and workflows.
- Conduct QA audits and provide feedback/coaching to tea
- Report to senior management on team performance & operations, project status, and other team-related updates.
- Assist Operations Team Manager in hiring and onboarding and lead in training new hires.
- Work closely with the Operations Team Manager to identify team goals and come up with
actionable steps the team can make then clearly communicate this to the team.
- Ensure that tea
development strategies.
- Help streamline CS processes by constantly updating knowledge bases needed in the job.
Job Title: QA Team Leader - Feb. 2020 - Feb. 2023
- Lead QA team on overall approaches and strategies.
- Establish, maintain, and oversee all aspects of QA processes to ensure effectiveness and alignment to industry best practices or client demands.
- Participates in design of call/email/chat monitoring formats and quality standards.
- Performs call/email/chat monitoring and provides trend data to management team.
- Use the data of the audited tickets to track performance of teams and individuals. - Monitoring of customer care responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call/email/chat calibration sessions for tea
Provides feedback to team leaders and managers.
Job Title: Team Leader - Oct. 2019 - Feb. 2020
- Ensures high team performance by monitoring tea
- Daily tasks include answering agent’s questions, relaying information/updates to the team and to upper management, problem solving issues, handling member escalations, and providing overall team support.
- Administers regular 1:1’s and team coaching sessions to ensure the highest quality and understanding among tea
- Promotes culture, happiness, and work ethics among the team.
Job Title: Quality Assurance Specialist - Aug. 2018 - Oct. 2019
- Monitors and score ticket responses in real time based on multiple criterias including: accuracy, grammar, voice/tone, and etc.
- Works closely with training team and to plan necessary refreshers based on the results of the quality audits
- Advises TLs on necessary coaching and praise.
- Innovates and executes new ways to verify that the highest quality is provided to the members at all times.
- Conducts monthly QA Talks
Job Title: Customer Service Representative - Aug. 2017 - Aug 2018
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Ensure customer satisfaction and provide professional customer support.
Experience: 5 - 10 years
Experience: 5 - 10 years
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