Banner Image

Skills

  • Analytics
  • Customer Service
  • Data Analysis
  • Data Management
  • Management
  • Planning
  • Problem Solving
  • Strategic Planning
  • Training

Services

  • Customer Support / Customer Service

    $10/hr Starting at $25 Ongoing

    Dedicated Resource

    An experienced leader and manager with a demonstrated history of working in Online Solutions and Customer Service industry. Skilled in Analytical Skills, Customer Service, Coaching and Mentoring, Data...

    AnalyticsCustomer ServiceData AnalysisData ManagementManagement

About

To provide best in world customer experience that changes people's lives.

Has an extensive contact-center experience having a total of 8 years, both BPO and captive site, and built customer service career from ground-up.

When I started as a customer service representative, I have relentlessly excelled in customer and technical support. I have always achieved the required customer satisfaction and has become a consistent part of the top agents every month. Not long after, I have been promoted as a Quality Assurance Officer which has became my stepping stone on becoming a Customer Care Team Leader and eventually now, as an Assistant Customer Care Manager.

As a QA Officer, I have worked closely with agents and team leaders. I would conduct both formal and informal coaching to agents on how to improve their customer handling skills in line with the company's standards and core values. At the same time, I would have a brain storming session with team leaders about the current challenges of their teams in terms of achieving our target rate for customer satisfaction and come up with a collaborative solution.

Being a Team Leader, I have worked with performance data of the operations. As a Team Leader, I have managed and closely monitor KPI improvements of my team members, develop action plans to address low performing members and help them transition from outliers to performers. As a Team Leader, the challenges are dynamic, hence, I have to be quick on my feet and must have that roll-up sleeve attitude. I have to lead by example at all times and make sure that my members are always on board with the company's goals.

As an Assistant Customer Care Manager, I am now handling multiple teams and focuses on coaching and mentoring my Team Leaders to become reliable leaders they are expected to be. I am also involved in weekly and monthly data analyses of performance, ensures available heads are sufficient for a reliable manpower, and take part in drafting KPIs for leaders and entire members of the operations.

Work Terms

Can work part-time 5:00 - 10:00 EST including weekends.