日本と海外をつなぐクラウドソーシング

Capital One Philippines Support Services Corp.

Senior Quality Coordinator

2017/02～ 2021/03

• Primary job is to analyze calls monitored by the team leaders to ensure that there are no errors committed by the agent
• Recommend best practices to improve call handling structure and to avoid committing regulatory and business intent errors
• Handled call calibrations, month-end productivity reports etcetera

Capital One Philippines Support Services Corp.

Senior Customer Service Representative

2013/10～ 2017/02

● Helped a daily average of 70 customers, answering questions and educating customers and providing options that may work for them
● Recommended best practices to other teams in resolving customer issues, increasing loyal and satisfied customers by 78%

HSBC Data Processing Philippines Inc.

Frontend, Mid-Range, and Recovery Collections

2007/02～ 2013/10

● Assisted daily average of 80 customers in processing their monthly payments through check by phone that generated an average of GBP20,000.00 in monthly collections
October 2013 - February 2017 Capital One Philippines Support Services Corp. Alabang, Muntinlupa
● Provided outstanding customer service, receiving 98% in customer service feedback surveys