I provide front-facing customer service support for different channels: email, chat, phone and back-office. I have supported various products in the past including the following:
-Email and LiveChat Support for Games (Zynga, a huge US-based gaming corporation)
-Directory Assistance Service (118118, a UK-based DA provider)
-Residential Faults Phone/Voice Customer Service (Telstra, a leading telecommunications provider in Australia)
-Backoffice Support Team Management (TELUS, a leading telecommunications provider in Canada)
I have been in various roles in different call centers, such as CSR, subject-matter-expert (SME) and team leader/manager. Part of my previous duties included reports generation and analysis, CRM database cleansing, SLA management, email and chat queue management, performing administrative tasks, coaching and mentoring, liaising with onshore clients and peers, client communication (call-center client), performance appraisal, team dispute mediation, scheduling and approving leaves, payroll creation, floor support, facilitating adhoc trainings, interviewing for hiring or promotion, and other various tasks.
I am a stickler for quality and integrity, so expect no less than the best from my work quality.