日本と海外をつなぐクラウドソーシング

Amaysim Philippines (Australian Telco)

Supervisor / Team Leader

2016/09～

• Supports team manager and performs management duties when manager is absent or out of office
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Assists management with hiring processes and new team member training
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Communicates deadlines and sales goals to team members
• Develops strategies to promote team member adherence to company regulations and performance goals
• Conducts team meetings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Ensures company brand materials and physical working spaces meet and exceed company presentation standards
• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

Lazada Philippines

Partner Support Center Representative

2015/10～ 2016/09

◦ Interacts with customer service team to provide them with information to address inquiries of the customer regarding products, services and orders.
◦ Interacts with our sellers
◦ Provides prompt and efficient service to Lazada’s Sellers and Merchants including the appropriate escalation of Sellers issues.
◦ Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Sellers issues and questions.

HGS

Customer Relations

2007/01～ 2014/08

ACCOUNT: SONY U.S. - Consumer Products

▪ INBOUND (Subject Matter Expert)
◦ Receives escalation calls from front line supervisor’s and Level 7 technical support in regards product limitations and disputes about the warranty.
◦ Gives approval for accommodations for repairs, replacement or refund

▪ INBOUND (Escalation Agent)
◦ Interacts with customers to provide them with information to address inquiries regarding products, services and procedures in filing claims and complaints.
◦ Provide customer satisfaction even if you have to go beyond company guidelines or what they call thinking outside the box.
◦ Receive calls in regards with safety claims and class action lawsuits, provides a better understanding on what the company has to offer in order to assist them.
◦ Order and process replacement units and parts
◦ Tracking status of repair, ordered parts and parts needed to service consumer products and computers.
◦ Decides on any accommodation that is outside the company guidelines.
◦ Process and create check reimbursement and refunds.

▪ Outbound (Escalation Agent Back Office)
◦ Handles different queues. Call back, correspondence, order taker, letter from inmates, letter from the vice president, letter from BBB and unsatisfactory survey.
◦ Follow up for requirements and documents needed in order to proceed with the offers given.
◦ Monitor progress of the repair from service/exchange facility and disputes on findings
◦ Receives survey reports and contacts customer to discuss issue about the unsatisfactory service.
◦ Review files if claim was declined or will be accepted for CE products, Computers and mobile phones with accidental damage handling coverage.

QRI Inc

Data Analyst/Encoder

2003/05～ 2015/10

◦ Analyzes and encodes legal documents mostly land title, mortgages and deeds from customers in the united states