日本と海外をつなぐクラウドソーシング

GC Services international LLC

WorkForce Analyst

2014/06～ 2016/06

• Handles leave application and approval
• Forecast accounts to be worked to achieve goal set within the day
• Manages schedule
• Track hours for payroll
• handles report (stats, goals, forecasting etc)

Bayview Technologies Inc.

Customer Service Agent

2013/01～ 2014/04

• Handles and resolves customers' issues via phone (inbound and outbound), emails and online chatting tools
• Guarantees an unparalleled customer service experience and preserve the image of the company since they
are the first line of communication within the customers
• Can provide commercial approach to the customer with outstanding capability to present promotions and
brand information that aims conversions and brand turnover
• Accomplishes targets in terms of handling time, priority set within department and any SLA provided
• Provides quality and accurate service
• Escalates issues to specific superior/s
• Follows instructions and helps supervisors and Senior CS
• Gathers shift and daily date, make reports and keep record logs/ correspondence
• Gives feedback and suggestion to superior for issues and procedures, etc.
• Responsible and has initiative to take part in the department's growth and development

Accenture inc

Senior Collections Representative

2007/05～ 2012/06

• Responsible for activities assigned by the Collections Supervisor
• Process A/R billings, adjustments, and write offs
• Provides required business unit reporting and other required information, when needed
• Ensure the completeness and accuracy of invoices in the AR system
• Resolves billing disputes
• Provide weekly status report to the supervisors of all issues received, pending, and resolved issues.
• Successfully handles most non-routine issues, escalates to management on a timely manner, issues that
cannot be resolved.
• Requires minimal supervision to manage daily activities and is able to meet published deadlines for activities.
• Ensures all work is performed in accordance with targets

QA Analyst

Role Description : The Quality Assurance Associate is primarily responsible for performing audits of completed
transactions. He/she ensures compliance to the set standard procedures and expected to perform 50% of their time
working on back office functions and dedicate 50% for audit work.
• Do quality checking of all encoded and processed data.
• Create report for those employees who got low quality score.
• Create report about the quality score of the whole project.
• Train new members and update team on new process
• Update training manuals
• Do peer coaching for those employees who are consistently getting low quality score

Back Office Billing Representative
Back Office Billing Representative Task:
• Analysis, judgment and sensitivity to clients’ and customers’ needs, specifically, but not limited to the
following:
o Alerts appropriate staff of any potential Customer Services problems or issues
o Review, analyze, and approve complex billing spreadsheets within the set limits of onshore partners
o Records and processes a variety of orders and inquiries received by mail/work queue. Investigate
inquiries and issue the assigned type of orders or completes the assigned necessary tasks to resolve
them within established guidelines.
o Deals with billing, payment and meter reading exceptions generated from various internal and
external sources.
o Updates accounts, and completes billing transactions to rectify billing errors and process
adjustments and readings to the accounts