日本と海外をつなぐクラウドソーシング

Convergys Philippines

Senior Customer Service Specialist/Supervisor/Account Management Officer

2011/05～ 2014/07

• Answers calls and addresses customer inquiries, solving problems and providing new product information with high satisfactory results shown via NPS ranging from 50% - 60% monthly.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving 98% of problems on the spot.

• Takes escalated calls if a customer requested to speak to someone with higher authority and request further compensation or resolution.
• Assists several teams via chat support and floor walk.
• Conducts team huddles and regular product knowledge refresher.

• Took part in assisting the DTV back office group in managing the flow of documents and correspondence.
• Conducts outbound calls for unresolved concerns expressed by customers via mail.
• Corrects and updates customer information such as billing address, name and etc.
• Routes misdirected documents to proper queue.

IBEX Global Solutions (Philippines) Inc.

Customer Service & Sales Representative/Technical Support/Agent Floor Support/Supervisor

2014/10～ 2015/06

• Answers calls and addresses customer concerns, providing new product information and offering most up to date services.
• Handles Technical issues and conducts necessary troubleshooting steps.
• Dispatches most available premise technician if needed.
• Provides support for an entire class of new agents by answering questions about system navigation, proper process and product knowledge.
• Provides feedback to new agents for further improvement and development.
• Takes supervisory calls if customer requested.

TaskUs Inc.

Customer Email Support Representative/Supervisory Level

2015/07～ 2016/08

• Responds to customer emails
• Handles consumer inquires, disputes and escalated concerns that need higher authority.

Synchrony Financial (former GE Capital)

Customer Engagement Officer

2016/10～ 2018/06

• Answers calls and addresses customer inquiries about their credit card account, solving account related concerns and escalating or transferring to the proper department as needed or required by standard operating procedure.