In 2015, when I started working in the customer service profession for the first time, I found that I had a natural talent for serving clients over the phone. My knowledge and experience in the fields of escalation, financial fraud and dispute handling, administrative tasks, and customer service are extensive. In addition, I spearheaded incredible teams of people and helped them achieve their goals by coaching, mentoring, and training them. During the pandemic, I decided to try my luck as a freelancer working from home, which is something I enjoy doing because it enables me to spend more time with my family and myself. I was successful in this endeavor.
Polytechnic University of the Philippines
-Experienced the following project-based roles:
-Appointment Setter
-Social Media Manager
-Business Analyst
-Language Trainer
-General VA
-Trained in 4 LOBs under the Fraud and Disputes Operations department.
- Verifying transactions, customer identity, and documents (Document Verification Team).
-Identifying the transactions for recovery
Receiving inbound Manager Calls
Managing the Escalation Support Group
Conducting coaching triad sessions to ensure that the core leads are providing quality and
effective feedback to the other lead associates
Weekly tracking of tasks given to the support group and measure the C.A.R.E. for every
task. (Consistency, Accuracy, Resources, Efficiency)
Assisted the team lead in managing overall performance parameters and driving associates
to help achieve metric goals (i.e. Minimizing handling time by teaching strategies in call
handling skills and service quality)
Random concession audits and call evaluation
Recognizing the team's successful performance and providing rewards
Preparation and discussion of the Weekly Escalation Review, Planning, and Analysis,
enforcing action plans, and construct new processes to improve the services of the
Escalations Team.
Understanding of customer demand through Call Listening and Evaluation in detail
Generate insights into customer demand root causes, best practices, and barriers through
calibration.
Address opportunities that have the greatest impact on Customer Experience through
Problem and Change Management Workflow
Weekly Team Meeting Keynote
Providing Intraday Escalation Performance Report (AHT and other Metric Scores, Running
Service Level) including Bi-hourly Staffing and escalation's running Service Level Report.
Staff and Schedule Planning. Practicing our systematic approach in ensuring that the
escalations team has the right number of people with capabilities in handling the
escalations hotline as well as operations support
Providing Real-time Support and Flagging for the whole team Updating and
sending of Weekly Site Performance Report
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.