日本と海外をつなぐクラウドソーシング

Telstra International Philippines

Team Leader

2017/12～ 2018/07

Manage a team of business complaints officers and help resolve complaints which includes technical support, billing adjustments, selling of better plans and products for a long term resolution.
Provide insights, process improvement and action plans for aging complaints to the clients to reduce the time spent to resolve the issues and deliver better customer experience.

Teleperformance Philippines

Team Leader

2010/11～ 2017/12

Responsible for the attainment of client set goals, efficiency targets and overall team performance.
Upsell plans and products which will provide effective resolution in resolving issues.
Interviewing and selecting qualified candidates for the complaints team.

Kgb_

Team Leader

2008/09～ 2009/03

Coaching, developing and motivating CSRs. Tracking CSR performance through productivity, call times, quality, attendance and behavior.
Interviewing and selecting qualified candidates for open CSR positions.

APAC Customer Services Inc.

Team Leader

2006/09～ 2008/05

Manage the team’s performance in achieving the company and the client's goals.
Occasionally conduct interviews and train new CSRs.
The point person for the Stop-Save team (Subcare-Retention) who manages the retention performance of the Retention skilled agents for all sites. Lead incentives and R&R events to uplift employee morale.

APAC Customer Services Inc

Customer Service Representative

2004/12～ 2006/09

Subject Matter Expert for Billing, Retentions, and Escalations