日本と海外をつなぐクラウドソーシング

Teletech Customer Care Mgt., Phils.- Powered by Telstra

Customer Service Representative/Billing Specialist

2012/11～ 2014/07

 Responsible for answering phone calls.
 Responsible for providing good customer service.
 Responsible for following call flows and company policy.
 Identify, research, and resolve customer issues.
 Complete call logs and reports.
 Process and collect data accurately.
 Keep track and process accounts and incoming payments in compliance with financial policies and procedures.
 Verify discrepancies and resolve clients’ billing issues.
 Assist customer in recovering closed accounts.

Alorica Pacific Rim, Inc.-H and R Block Account

Customer Service Representative

2012/11～ 2012/12

 Responsible for answering phone calls.
 Responsible for providing good customer service.
 Responsible for hitting the metrics goals.
 Responsible for following call flows and company policy.
 Answer phones and respond to customer requests.
 Provide customers with product and service information.
 Transfer customer calls to appropriate staff.
 Identify, research, and resolve customer issues.
 Follow-up on customer inquiries not immediately resolved.

Sitel Corporation-PayPal and eBay

Quality Assurance Professional/Call Monitoring Specialist

2008/07～ 2010/08

 Responsible in delivering effective one-on-one feedback as a Quality Analyst to motivate an Agent.
 To perform Service Observation/transaction monitoring for all Agents on the floor.
 To prepare weekly internal report accurately and completely and ensure report is sent by the required deadline.
 To conduct quality related coaching for all agents.
 To prepare any other reports as required by client accurately, completely and ensure submission is by required deadline.
 To arrange and participate in weekly call calibration session.
 To actively develop and execute action plans for continuous improvement of Quality scores for all Agents.
 To conduct group briefing for Agents on products/procedural updates/changes and on quality related issues as necessary.

Forhouse Corporation

Final Quality Controller

2005/08～

 Responsible for production of LCD backlight.
 Responsible for final quality assurance.
 Control incoming materials good for daily production.
 Maintained cleanliness of job site after work.
 Setup the production equipment and supplies before executing the job orders.
 Operate equipment safely and effectively for production processing.
 Ensure that equipment is maintained in good and safe working condition.
 Inspect equipment to identify any replacements, malfunctions and repairs.
 Perform regular equipment maintenance to ensure production capacity and quality.
 Provide assistance to junior operators in their assigned responsibilities.
 Repair and clean the equipment when needed.
 Work under the guidance of Supervisor to perform and complete the assigned duties in timely manner.
 Evaluate equipment performance and recommend improvements

Jidosha Denki Cogyo Manufacturing Philippines

Manufacturing Group Leader

2001/10～ 2005/07

 Organized manpower required for production.
 Assigned duties to production team members to ensure production target are met.
 Provide training to production team members
 Work with planners, Manufacturing Engineers to ensure production capacity is ready for the forecast units.
 Work with Quality Assurance personnel and Production Engineer to ensure quality target are met.
 Work with Manufacturing Engineers to improve production efficiency.
 Line supervision.

McGeorge Food Industries

Service Crew

1998/10～ 2001/10

 Responsible in providing customers with a quick and accurate service and show sensitivity to their individual needs, both from behind the till as well as in the dining areas.
 Responsible in producing orders to a consistently high standard and understand that quality control is vital.
 Maintain the work area clean, safe and organized.

The Results Company

Supervisor

2015/08～ 2016/12

 Responsible in monitoring productivity of the agent and generate report.
 Identify and act on both positive and negative performance trends to ensure revenue goals and performance target.
 Provides coaching feedback and follow up to ensure representatives are fully informed of all information related products, procedures and company related issues.
 Provides daily direction and communication to employees so that customer service calls are answered in a timely manner.
 Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service.
 Provides performance feedback and coaching on a regular basis for each team member.
 Write and administers performance reviews for skill improvement.
 Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
 Addresses disciplinary and/or performance problems according to company policy.