日本と海外をつなぐクラウドソーシング

Convergys SEA

Team Leader

2013/12～ 2015/03

o Manage a team consisting 15 agents handling Technical Account.
o Monitor teams performance, continuously mentors and coach outliers for improvement.
o Monitor customer transactions and provide immediate feedback and Action Plan for performance Improvement.
o Handle escalation calls, complaints and capture details for performance control
o Supervise queue, manage non-Adherence Staff, and is in charge with the day to day operation of the Program
o Provide training and coaching to ensure that team meets and exceeds target
o Conducts team meetings/huddles to update members with team performance and provide best practices

Convergys SEA/ Previously Datacom

Technical Support Representative

2009/06～ 2013/12

o Handled L1 Calls in charge with account verification, product registration, and disclosure of warranty details.
o Identify issues within the network and provide the fix in a timely manner
o Process Return Authorization for faulty devices.
o Provide an accurate answer to customers Presales Inquiry on latest Products and Features.
o Upsell Contracts for extension of warranty and support for advanced troubleshooting on issues beyond support scope.
o Exhaust all possible troubleshooting steps and escalate the call to the proper department for further assistance.
o Team POC – assist the team whenever Team Lead is not around
o Floor Support for the whole account who handles escalation/complaints and provide answer to agents inquiry on process

Upwork

Freelance

2015/03～ 2017/05

o Data Entry Analyst
o Transcriptionist
o Customer Service Representative