日本と海外をつなぐクラウドソーシング

Capital One Philippines Support Services Corporation

GURU Coordinator

2019/07～ 2020/08

● Subject Matter Expert who guides frontline associates in understanding products and system procedures
● Ensures that policies and regulations as strictly followed through live call assistance
● Acts as a coach to aspiring GURU Coordinators through curriculum-based programs that runs upto three months
● Creates report templates that is used to present progress, achievements and announcements that is disseminated across the LOB
● Member of a Project Team that conducts short-term trainings and refreshers to ensure knowledge retention

Capital One Philippines Support Services Corporation

Sr. Operations Specialist

2016/12～ 2019/06

● Answers inbound customer inquiries regarding account balances and available credit among other things
● Accepts payments and account management such as personal information update
● Provides accurate and factual account standing that gives customers guidance how to properly navigate through their credit account

JP English Corporation

English Tutor to Japanese

2016/08～ 2016/08

• Check the company Gmail account and all the company websites
• Review the student’s profile and lesson memos
• Communicate with the students based on their learning pattern to ensure knowledge retention
• Evaluate and give suggestions to the students after doing a recap of the lesson
• Give thoughtful comments and ask the student’s feedback
• Guide students how to use their learning materials on their free time after class.
• Post lesson memo on the school website
• Upload sound files to designated Dropbox folder

Convergys Philippines

Technical Support Specialist

2014/11～ 2016/03

● Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
● Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
● Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
● Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
● Research required information using available resources;
● Follow standard processes and procedures;
● Identify and escalate priority issues per Client specifications;
● Redirect problems to appropriate resource;
● Accurately process and record call transactions using a computer and designated tracking software;
● Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
● Organize ideas and communicate oral messages appropriate to listeners and situations;
● Follow up and make scheduled call backs to customers where necessary;
● Stay current with system information, changes and updates