2003
BS Computer Science
Adamson University
More Info About Me
As a homemaker in New Zealand and a mother of two children, I have dedicated the past eight years of my life to raising my family. However, I have recently found myself wanting to return to the workforce and pursue my career aspirations.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2015
-
2016
Convergys (former Stream Global)
(Account Specialist Senior Professional Level III)
• Develops, routes, and gains approval for all outbound calling programs, to include Welcome Calls, Customer Regimen, and others. Writes purposes, scripting, and performance metrics and goals
• Determines call metrics, strategies, and staffing requirements to complete goals as determined by management and the executive team
• Complete Welcome Calls to engage and greet new Agents and Customers into the DISH family
• Reports completion of calls as well as information received. Notifies Manager of trends and concerns seen or noted
• Looks for opportunities to celebrate achievements and “good news” heard from customers and to ensure other departments hear “what is working” 6.
• Educate customers regarding new product offerings, helps grow monthly autoship programs and retention on programs
• Provide tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request
• Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating member needs
• Build positive working relationships with Agents/Customers
• Improve service by communicating and assisting individuals to understand member needs, providing guidance, and feedback
• Handle Agent/Customer cancellation requests via telephone, email, or action tracking and work to positively resolve issues
• Develop strategies and recommendations to retain customers before cancellation based on working with inactive Customers/Agents
• Provide solutions or promotional offers designed to retain the caller as a member of the DISH family
• Work with corporate trainer to document all outbound calling programs so that others in the department may be trained to execute
• Document all customer interactions in the appropriate databases
• Enhance customer loyalty and upsell accordingly
• Study, analyze and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to products, services and innovation
• Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
2013
-
2015
Stream Global
(Support Professional)
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the other department to resolve customers concern.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations
• Troubleshoot the tech issues of the cust
• Assist the customer to their billing/refund/payment/disputes’ concern
2008
-
2011
ACE Global
(Operations Supervisor (Sprint Account))
• Responsible for the daily activity of call center policies and procedures.
• Ensures metrics (AHT, ACW, HOLD, TEMP DISP, SHORT CALLS, TRANSFERS and most of all, CSAT) are met.
• Reports to a site manager and/or senior supervisor
• Handling escalation calls
• Working under the direct supervision of the Site Manager
• Monitors and supervises the teams’ ability to efficiently respond to incoming calls to the call center
• Ensures that information that is communicated to customers is done so accordance with the KMS, and Sprints policies and procedures
• Responsible for representative training, quality assurance through phone monitoring, quality control of monitoring reports and coaching logs and mentoring programs for new trainees.
• Develops and maintain professional verbal communications with customers and target customers
• Analyzes the customers’ needs, and utilizes judgement call to address inquiries and resolve issues timely and effectively
• Communicates information accurately, clearly, and completely
• Assists the quality analyst to ensure departmental standards with the length of telephone calls, schedule adherence, quality while efficiently handling team inquiries
• Demonstrates mastery in effectively managing difficult customers
• Complies, tracks and reports statistics as required
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.