Business Virtual Assistant 

As a Customer Support Representative, I am one of the first point of contact for any customer who has a question or an issue with a product or service the company offers. The roles and responsibilities of a CSR includes managing incoming calls, answering tickets, following the Quality Guidelines, addressing customer service inquiries, and identifying and assessing customer needs to achieve satisfaction. I consistently met performance benchmarks in all areas (speed, accuracy, volume, and quality of service). I have attended daily huddles and weekly coaching sessions with my manager. I also attended calibration meeting with the QA Team monthly.

A Customer Support Quality Analyst plays a critical role in ensuring that the customer support team delivers exceptional service and meets predefined quality standards. We are responsible for evaluating the interactions between customer support agents and customers to identify areas for improvement and maintain consistent service quality. Overall, a Customer Support Quality Analyst plays a pivotal role in maintaining and improving the quality of customer support interactions, ensuring customer satisfaction, and contributing to the overall success of the customer support team and the company.

Lead in regular client meetings regarding product updates. Created training modules and monthly Knowledge check to ensure the knowledge retention of all leads and agents. Had an effectivity rate of 95% on knowledge checks for agents and leads under my shift hoop whenever new products are cascaded.