日本と海外をつなぐクラウドソーシング

HO DIAN Metal Industrial Co. Inc. Phils.

Quality Control Officer

2004/09～ 2006/03

Duties and Responsibilities:
To assure that the Product, both in process and finished, is in top quality; analyzing production reports and related documents; responsible for producing the necessary reports and related documents to be passed to the QA Head, Factory Supervisor, and the Plant Manager.

Sutherland Global Services

Team Leader and Technical Support Analyst

2006/07～ 2008/09

Program Supervisor
Internet Service Provider (Dial-up and Broadband)
September 2007 – July 31, 2008
 
Duties and Responsibilities:
Lead a team of agents to meet or even surpass the program’s goals.
Observes, analyze and evaluate agents’ performance
Check and analyze the agent’s attendance to ensure they will get accurate compensation
To deliver an answer and/or an action plan with the management during Management Meeting
To deliver an answer and/or an action plan with the client during Joint Client Monitoring
 
Accomplishments and Career Highlights
Finished Basic Supervisor Development Workshop (BSDW)
Lead the team to perform above the goal in record-breaking 9 consecutive weeks
Lead the team to receive the Best Team Award for the month of May, June and July of 2008
Best Program Supervisor for the month of May and June of 2008
 
Technical Support Representative
Internet Service Provider (Dial-up and Broadband)
August 1, 2006 – September 2007
 
Duties and Responsibilities:
Handling calls from members who are having problems with the client’s software and dial-up Internet connection.
Empowering and educating members on how to prevent future problems with the use of the software.
To provide members with the best Technical Support experience in an Internet Service Provider.
To meet or even surpass client’s expectation.
 
 
Accomplishments and Career Highlights
 
Floor Walker/Subject Matter Expert of the Month of September 2006, and April – July 2007
Received the League of Extraordinary Tech Award, for being one of the Top Performing Agents of February 2007.
Most number of Connecting Issues Resolved for 7 straight weeks
Part of the 3-time Post Contact Connection Rate  Champion Team
Passed the Security Suite Training program and also a part of the Security Suite Team
Passed the Customer Satisfaction Training Program
Contributes for the growth of the program by sharing ideas, knowledge and skills on troubleshooting and call handling to fellow agents.

Convergys

Customer Service and Technical Support Analyst

2011/06～ 2014/02

Software Application Support for Risk Management and  Marketing
 
Duties and Responsibilities:
Provide resolution to system issues (Software Application, Network, FTP Servers, Database)
Provides Tier1 Technical assistance to Customer Service team, internal clients and employees, and customers by email and by voice support
Provides excellent customer service in a CSAT driven account
Spearheaded a Risk Management and Marketing software application

WATSCOM INC.

Appointment Setter and Outbound Sales

2014/09～ 2015/09

Duties and Responsibilities:
Responsible for contacting leads over the phone to provide appointments for Sales and Marketing people.
Provided product and services information to qualified leads.
Guided interested entity in signing up for the product and services offered

ZPACS

Data Encoder and Analyst

2015/10～ 2016/10

Duties and Responsibilities
 
Analyses and records hotel bookings and reservations through the company portals and from 3rd party booking companies.
 
Sends corespondents to Relationship Managers and 3rd Party Booking Contacts

COFFEETOWN CAFE

Manager/Owner

2016/10～ 2019/05

Manages day to day activities to make sure everything, from food and beverages to customer service to staff, are in order.