日本と海外をつなぐクラウドソーシング

Interglobe Technologies, Philippines

Team Leader

2009/08～ 2014/09

Operations Supervisor for an airline account. Coaches, develops and motivates a team of Process Associates to achieve individual and contact center targets and objectives. Manages the day to day operations of the team and ensure that all customers are provided with excellent customer experience. Ensures that the team and individual agent performance is at the required standard and maximize the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management. Ensure that all customer complaints received are objectively investigated and coordinated with team members and management to recommend remedial/corrective action. Provides necessary on job instructions and training Associates and new joiners and regularly conduct briefings to update the team on necessary operational changes.

HSBC Electronic Data Processing, Philippines

Operations Associate

2006/01～ 2009/07

Takes customer calls in an inbound call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. Responsible for achieving individual sales goals.

Cobvergys

Customer Service Representative

2004/03～ 2006/01

A customer oriented specialist delivering client expectations and standards in customer service. Specializes in providing customer assistance and provisioning product related configuration via email-based correspondence, research, outbound and inbound calling.