日本と海外をつなぐクラウドソーシング

Convergys

Senior Customer Service Representative

2011/11～ 2015/01

I have been a telephone banker and a Customer Service representative over the phone through Convergys' International account.

Senior Customer Service Associate
(November 2, 2011 – April 30, 2012)

Senior Customer Service Representative
(April 30, 2012 – November 4, 2014)

Subject Matter Expert
(November 4, 2014 – January 18, 2014)

Convergys

Unit Manager in Training

2015/01～ 2015/06

• Performs coaching, beginning with monitoring and providing feedback on CSR performance.
• Conducts and follow-up performance evaluations at both the six-week and ten-week periods.
• Ensuring team performance is maximized by timely recognition of individual performance issues and follow through with appropriate action.
• Weekly meetings with teams to discuss company projects/company information. Daily contact with each member of the team present on that day.
• Appropriate time management to provide on-time service delivery.
• Monthly one on one meeting, that included a discussion of an individual learning plan, has been conducted with 100% of all direct reports.
• Leads and assist financial associate in reviewing the accounts of clients free from fraud.
• Assist new hires and ensure that they are brought up to speed within the shortest possible time
• Performs refreshers and team meeting for new updates and fraud trends
• Takes supervisor calls and other escalation referrals
• Point of contact for engagement activities for employees
• Performs a bi-monthly performance review of team's stats to Senior unit Manager and Operations Manager
• Creates Add-Deduct forms for agents' salary
• Scrubs and Approves agent's time keeping records.
• Assists customer in keeping their accounts in good standing