日本と海外をつなぐクラウドソーシング

Sitel

Customer Service Respresentative

2007/01～ 2010/07

Catering to customer service calls for a financial institution based in the U.S.

Sitel

Quality Analyst

2012/01～ 2016/12

• Completing weekly deep-dive analysis to the Team Leads/Coaches of the teams that i support.
• Providing daily report about the previous day's performance/s.
• Identifying opportunities of the team and each team members and providing action plans for their development.
• Quality Manager Apprentice - Acts as the Quality Department lead when the Manager is out.
• Conducting quality discussion to new hires
• Providing coaching and feedback to agents or team members regarding their performance
• Monitoring calls and provides grades according to the guidelines.

Sitel

Mentor

2011/09～ 2012/08

• Taking Tier II Escalations (supervisory calls) and complete and end-of-day report.
• Provides floor support to a team

Upwork

Transcriber

2016/12～ 2018/02

• Transcribing audio and video files to word documents.

PerforMoms

Virtual Admin Assistant

2020/03～

• Proof-reading and editing
• Social Media Management
• Graphic designing for social media posting