日本と海外をつなぐクラウドソーシング

COVER 4 LESS LTD

Home-based Sales Telemarketer

2015/10～ 2015/12

To sell insurance plans both for Skytv and kitchen appliances using leads from the dialer program installed by the company.

ALTUM BPO CORPORATION

General Manager

2014/04～ 2015/06

Oversees daily operation in production room, Monitor and check progress of staff’s tasks and workflow, Mandate rules and regulation in production room, Authorization of vacation and sick leaves, operation expenses, government contributions and payables, Direct communication officer to supervisors and CEOs.

J.P. MORGAN CHASE & COMPANY

Financial Risk Analyst

2013/01～ 2014/03

The role is to identify and analyse the areas of potential risk threatening the assets, earning capacity or success of organizations in the industrial, commercial or public sector.

CONVERGYS PHILIPPINES SERVICES

Resolution Specialist

2006/11～ 2012/01

• Five years of experience in Convergys, with particular strengths in answering customer inquiries on account information, billing information, ordering new service or products; monitoring and evaluation of calls; escalation management; product knowledge management; and training development program.
• As Senior Escalation Supervisor, I handled calls from front-line agents that need immediate resolution from the customer who has repeated unresolved concerns. I can also override the front-line agent’s limitation to meet customer needs and to process their request.
• Escalations to Tier 3 for any Fraud, Lawsuits and Tool issues.
• Does silent observation or monitoring/ side-by-side call listening to Level 1 agents. Provides coaching after the call for positive or negative feedback.
• Scrubbing CSAT and QA returns.
• Checking attendance and login/logout of the team.
• Conducts pre-shift/post-shift meetings for client updates. Floor support, for real time inquiries.

IBM BUSINESS PROCESSING SERVICES

Customer Care Specialist

2006/01～ 2006/09

• Dealt with Product Management, Service Request, Service Scheduling, Warranty Service, Technical Support, Problem Detection / Resolution, Web & IVR Transaction Assistance for United Airlines Mileage Plus Program.
• Handled the making and confirmation of reservation for passengers on scheduled airline flights.
• Arrange reservations and routing for passengers at request of ticket agent or customer, using timetables, airline manuals, reference guides, and tariff book and enter requested flight number on keyboard of on-line computer reservation system and scans screen to determine space availability.

VISION X PHILIPPINES INC.

Senior Customer Sales Representative

2005/02～ 2005/09

• Responds timely and accurately to the escalations of the Level 1 support agent via phone and/or email for AT&T account.
• Handles calls for customers requesting to speak to a supervisor.
• Conducts call backs to customers.
• Mentors Level 1 agent by providing sales support assistance; instructs agents on the proper use of resources to find troubleshooting steps for difficult issues.
• Verifies customer’s problem and validates support team’s escalations prior to escalation to Product team.
• Coordinates with Team Leads on tool downtime.
• Conducts training to existing and newly hired Support Agents.
• Compiles top or common issues and shares resolution to team on a regular basis.
• Provides reports as required by the Senior Account Manager / Account Manager / Account Supervisor.

ADVANCED CONTACT SOLUTIONS

Inbound Sales Representative

2004/07～ 2005/01

• As AT&T Customer Care/Inbound Sales & Directv front line agent, I have handled Financial Services, Inquiries Handling, Help Desk, Sales Acquisition, Account Activation, Payment Authorization, Reservation, Complaint Handling, Information Lines, Crisis Lines, Direct Response Television, Order-taking, Overflow, Mail Order Programs, Customer Service Lines.
• Upselling of wireless internet services and whole new services for AT&T customer became one of our main objectives for this account.

Marketing Solutions International

Sales Representative

2003/09～ 2004/05

• Make outgoing calls and invite US customers into attending timeshare presentation.
• Hit and exceed monthly goal set by the Team Leader and share best practices to other Sales Representative to enhance Sales skills.
• Responsible for all sales activities, from lead generation through close in an
assigned territory as poc for the team.