日本と海外をつなぐクラウドソーシング

Ezzienet Virtual Staffing

Virtual Assistant

2017/06～ 2019/06

• Takes both inbound and outbound calls.
• Prepares documents/contracts for signing.
• Manage CRM.
• Makes data analysis in excel format.
• Marketing and advertising.

FarmOut Central Intouch, Inc

Customer Service Representative

2010/09～ 2017/06

As Inbound service representative:
• Takes incoming calls to answer recruitment inquiries and questions, troubleshoots online application problems, handles complaints and provide site specific as well as general information concerning employment.
• Makes outbound calls for VM processing, unanswered calls, confirm and/or rescheduling appointments.
• Fires email to escalate concern of callers.
• Assists new hired agents.
• Assist in monitoring Q-Metrics checking for any spikes in inbound calls.
• QA call recordings and logs report on Q-metrics.
As Outbound agent:
• Train agents for proper outbound call handling. Monitor their progress on a daily basis. QA and makes side by side monitoring if needed. Coach agent for progress and areas for improvement.
• Prepares report on a daily and weekly basis. Collect and checks any errors in agent's daily report. Prepares overall report at the end of project for approval of the Team Lead.
• Leadgen critical and verifiable information, call prospect to verify information and log the information at the end of the shift through CRM.
***Cross-trained for transcription, document auditing (back office) and chat support.

NCO Clark Philippines, Inc.

Customer Service Representative

2008/12～ 2009/10

• Responsible for taking inbound calls. Assist customers in connecting their Xbox consoles to the internet on shortest time possible on a first call resolution.
• Assist callers setting up their Gamertag, subscription information and other billing concerns.
• Assist callers in canceling their subscription and do retention.
• Assist callers in resolving their hardware concerns; help determine whether console needs to be sent back for repair.
• Three months after becoming part of the Live Elite Team I became responsible solely for internet concerns of the console including billing, cancellation and retention of their accounts.
• Became a part of the beta tester of the client's new program called CCF.
• After a couple of weeks, I became part of the first line of escalations for CCF. Accept Tier 1 call transfers.