日本と海外をつなぐクラウドソーシング

Convergys Philippines

Customer Service Specialist

2009/05～ 2011/07

 Marketing different services available to customers account
 Resolves issues, complaints and effectively monitor progress
 Point of contact of the team for different customer issues

Convergys Philippines

Transition Consultant

2011/08～ 2011/12

 Daily quality evaluation and feedback for trainee development
 Tracks trainees daily statistics to effectively monitor learning progress
 Point of contact of trainees for different customer issue
 Works hand in hand with Operation leaders on trainee endorsement to
Live Operations.

Convergys Philippines

Team Support Specialist/Subject Matter Expert (Team Captain)

2012/01～ 2012/12

 Conducted Root Cause Analysis on Customer Service related issues
 Executed planned and made teach back modules based on RCA (Root Cause Analysis) which addressed Top customer service escalated issues
 Sustained standardized Quality points applied in Business Operations

Convergys Philippines

Communications & Product Trainer

2013/11～ 2015/10

I've had:

 Supported 3 lines of business of the assigned Program
 Facilitated back to back classes both in Convergys Baguio and Alabang site
 Transition Lead for handled Program training classes
 Curriculum Development

and was also recognized for:

 The Overall Highest Performing Trainer Q3 of 2014
 One of the highest performing Trainers in Trainee Communication and Product Quality Surveys Q4 of 2014
 Most Service Oriented Q1 of 2015
 One of the most improved trainer in terms of facilitation, presentation and classroom management Q2 of 2015
 The highest performing trainer in Class Management Q1 and Q2 of 2015

Automation Agency

Client Success Coach

2015/11～ 2018/12

 Deliver a wow experience to clients at all times that will make them rave about our service
 Sustain service quality across all services provided
 Collaborate with Management Operations in handling urgent client needs/complaints
 Provide timely acknowledgement and response on client feedback
 Initiate projects that aim to motivate employees in driving client satisfaction