Hey I am Wlliam

Teletech Philippines
(Senior Real time Analyst (Workforce Management))

•Real time flagging and tagging
•Monitoring volumes in Queues
•Document drivers that impact the program ability to meet defined goals as well as strategies implemented to improve maintain performance
•Effectively use tools for flagging/tagging and create Bi-hourly and EOD report sent to client/operations

Technical Support Representative (December 2020 – May 2021)
•Resolve issues with systems, internet and telephones quickly and accurately.
•Managed customers’ expectations of support and technology functionality in order to provide positive user experience.
•Assisted customers in identifying issues and explained solutions to restore service and functionality
•Identified and solved technical issues using variety of diagnostic tools and tactics.

NBN activation Representative (May 2020 - December 2020)
•Taking outbound calls to help customers in installing their new service with NBN.
•Diagnose and resolve NBN issues involving internet connectivity, home phone and
•internet connection.
•Follow standard processes and procedures.
•Identify and escalate priority issues of customers.
•Redirect problems to appropriate resources.

Customer Service Representative (Healthcare Account; April 2020 – May 2020)
•Taking inbound calls
•Processed an order (e.g. vitamins)

Quality Assurance Specialist (October 2019 – April 2020)
•Call monitoring, evaluation and sharing actionable insight

Back of House Support (August 2017 – October 2019)
•Managing two tickets for level 2 and level 3 escalations
•Processed call backs to provide accurate solution

Technical Support Representative (December 2016 – August 2017)
•Resolve issues with systems, internet and telephones quickly and accurately.
•Managed customers’ expectations of support and technology functionality in order to provide positive user experience.
•Assisted customers in identifying issues and explained solutions to restore service and