日本と海外をつなぐクラウドソーシング

Calltek Center International

Technical Support Engineer

2008/01～ 2008/06

I worked as a Technical Support Engineer for a globally known hotel internet service provider. I was tasked to receive calls from hotel guests from around the world when they have issues with their hotel internet connection.

Teletech Customer Care Management, Inc.

Technical Support Representative

2008/07～ 2011/01

I worked for a US-based DSL internet service provider. I was tasked to receive calls from customers who are having issues with their internet and email service.

Teletech Customer Care Management, Inc.

Quality Assurance Specialist

2011/01～ 2011/05

I was tasked to listen to random calls of Technical Support Representatives to find behavioral and technical knowledge opportunities. I was also expected to coach the agents who's calls I have listened to. At least once a week, I was expected to run a QA huddle for a group of agents wherein a random call is played and agents are asked to evaluate the call based on the customer's experience.

Convergys Bacolod

Technical Support Representative

2011/05～ 2014/06

I was expected to receive inbound calls from customers who are having issues with their Cable Internet and complementary email service.

I was later promoted as a Subject-Matter Expert and was tasked to floor-walk for new agents to answer questions, take escalation calls and coach agents who were under my team.

Convergys Bacolod

Product Ready Trainer

2014/06～ 2016/01

I am a Product Ready Trainer for a cable internet account. I am expected to not only hone my agents' technical skills and communication skills, but also their ability to discover their customer's needs and pitch for a speed tier upgrade.