Virtual Assistance, Customer Service

Provide feedback to the Operations team regarding agents’ quality performance and assist in Quality- related concerns that is beneficial to overall improvement of agents. Closely coordinate with Operations team with providing actionable data and insights. Participate and facilitate call calibration both internally and with clients to assure calibration between parties and minimize variance in product knowledge and call process. Participate in Peer-to-Peer sessions among the Quality team to minimize scoring variance between teammates. Utilize Quality Monitoring Data to consolidate and track agent performance on a team and individual level.

Receive inbound calls from international customers inquiring about troubleshooting, acquiring lines with services. Making sure that we provide resolution without making the customer feel like it is insufficient, and they must call us back for clarification. We go extra mile beyond our capabilities to serve with our resources and making use of the solutions right away.

Make sure that as a representative, I go the extra mile of providing the best service that I can give while making sure that I keep the company policy and customer security in mind. Practice intuitive servicing and making sure all the needs of the clients is covered in order to lessen call backs especially if the reason is something that I could have covered

I attended training to ensure Im well- equipped.