Remote Support | Customer Service | Tech | Sales

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

September 1st, 2024 (26 days ago)

Member Since

June 1st, 2022

Profile Description

10+ years in Customer service
10+ years in Technical support
10+ years in Sales
10+ years total experience with BPO and corporate setup.  

Concentrix Philippines (November 2016 to Present)Team Leader Trainee - June 2023 to presentReceives escalated calls from SMEs (supervisor and manager calls)Provides feedback to agents on how to improve call handling, troubleshooting, and sales Upgrade to see actual infonds feedback to the training team on how we can improve operations and training processes.Collaborates with the agent’s feedback on the Knowledge Base Tool for any missing articles, processes, policies, and broken links to be raised on weekly BPO Meeting.Ensures quality is met when handling calls and guides them on how to achieve targets.Hosts one-one-one coaching and teaUpgrade to see actual infoetings.Updates the team with business development, processes, policies, and product lines.Motivates agents to hit metrics to receive incentives.
Senior SME - May 2019 to June 2023Assists remotely with agent inquiries, both new hires and tenured.Receives supervisory calls from nesting and tenured.Handles nesting before it transitions to production.Provides recommendations to trainers using FAQs of nesting to improve classroom training and product knowledge.
Technical Support Advisor II - March 2018 to May 2019Serves as a POC on the team.Assists new hires and serves as floor Upgrade to see actual infonding updates for troubleshooting guides.
Technical Support Advisor I - November 2016 to March 2018Does basic networking and fixes internet glitches on the customers’ smart TV.Troubleshoot Samsung Smart Hub apps.Provides basic support on how to connect and use their third-party devices, e.g., (Blu-ray, cable box, home theater, sound bars, Apple TV, etc.) to their smart Upgrade to see actual inforves as a POC on the team.Assists new hires and serves as floor Upgrade to see actual infonding updates for troubleshooting guides.
Microtech Global Solutions Corp. (September 2016 to December 2016)Team Leader - September 2016 to December 2016Validates product knowledge retention and teaches new agents.Reviews outbound calls and recorded calls to identify call handling strengths and opportunities.Coaching and feedback sessions to address specific behaviors, improve performance, and revisit previous performance.Directs calls to ensure performance and quality standards are met.Assists agents on how to lead mine.Monitors agent outbound calls in real time to meet the required time frames.

STARTEK Philippines (July 2013 to September 2016)Team Leader - August 2014 to September 2016Reviews product knowledge retention and educates new agents.Observes live calls and recorded calls to ensure quality standards are met and to identify call handling strengths and opportunities.Coaching and feedback sessions to address specific behaviors, improve performance, and revisit previous performance.Monitors agents inbound and outbound calls in real time to meet the required time frame.
Technical Support Advisor - July 2013 to August 2014Answers phone queries, e.g., internet, telephone, and cable services for potential and recent customers.Troubleshoots customers’ internet and phone services.Advocates for client products and services to customers.Adds and activates new service(s) to the customer’s account.Collects and processes payments.Provides details about bills, work orders, and outages in the area.Transfers and reactivates emails and troubleshoots at the same time.Reschedules, redrafts, and cancels appointments.
Asian College (November 2010 to June 2013)Marketing StaffConducts career orientation seminars for high schools and serves as speaker.Gives instructions and guides OJT students.Assists with all marketing activities, e.g., the distribution of flyers and brochures.Answers queries both walk-in and telephone.Accommodates transferees, new students, and school visitors by conducting campus tours.