Customer Support/LiveChat and Email Support

Overview

Looking for part-time work (6 hours/day)

at $7.00/hour ($924.00/month)

Associates degree

Last Active

March 13th, 2025 (today)

Member Since

September 28th, 2021

Profile Description

• Chat Support Specialist (August 2015-February 2019)
-handles customer queries about their service and billing information.
-escalates their issue when necessary and makes sure that this is raised to the proper channel of escalations.
-establish a good relationship between the customer and the company by making sure that all their concerns are being addressed and issue is being resolved on the first contact.
Training Attended:
Internship Program- a company’s initiated program intended for team leader aspirants. This is offered to top performers to have an overview and better understanding of the team leader’s role. The aspirants is also being exposed to team leader tasks and conduct coaching sessions with the agent. The aspirants is trained to be equipped with the team leader skills.
• Customer Service Manager (November 2012- August 2015)
-Considered as the second level of escalation.
Handles customer’s issues and seeing
that it will have a win-win resolution for both the customer and the company
-Case manage and taking ownership of complex issue. This involves continuous contact via email, text messages and calls and updating the customer of the progress until the final resolution is agreed between both parties.
- During my tenure in the CSM layer I was assigned to act as an assistant team leader where I was given the task to lead my teammates in hitting our target and provide assistance when needed.
• Customer Service Associate (January 2012- November 2012)
-answers customers’ queries over the phone about service and billing.
-offers products and services via upselling according to the customer’s need.
-process general account changes on the customer data base profile such as updating customer details.
• Floor Support Specialist ( September 2009- October 2011)
-assist agent when taking calls and provides real-time assistant to frontlines.
-act as an assistant to the team leader and work hand in hand in addressing the agent’s behavior, knowledge gap to make sure that KPI target is being met according to the client’s set standard.
-take escalated calls when necessary to ensure that resolution is provided correctly without sacrificing the company’s interest and customer is satisfied.
-conduct team huddle to discuss process and knowledge updates and ensure that agent is calibrated with the changes to avoid internal and external escalations.
-act as a point of contact when agents have questions and product and processes.
-initiates teach-back for bottom performers to help theUpgrade to see actual infoet their target KPIs.
• Customer Service Specialist
-answers customer’s query and guide the customers in activating their services
-assist customers in setting up their account
-offer products and services that are deemed necessary depending on the customer’s unspoken needs.
-help customers with simple technical queries.
- set up a payment plan for customers and assist in service reactivation.