日本と海外をつなぐクラウドソーシング

West Contact Services Inc.

Tier 2 Technical Support

2013/02～ 2013/10

 Troubleshoot internet connectivity and phone service related issues.
 Work with customers to identify computer problems and walkthrough on the solution.
 Update self-help documents so customers can try to fix problems themselves.
 Work with field engineers to visit customers if the problem is more serious and cannot be resolve over the phone.
 Offer upsell or bundling of services.
 Handled billing inquiry, payments and adjustments when applicable.
 Handled escalated calls.

CSS Corp.

Escalation Lead - L2

2011/03～ 2013/01

 Handled escalated order entry issues via email and/or phone call and ensure that customer is updated throughout escalation process.
 Establish correct expectations, enforce relief and resolve through effective communication and analyze and monitor customer problem reports.
 Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
 Collaborate with other workgroup teams to train using process and procedures based on historical experience.
 Identify, manage and record escalation trends on product defects.
 Monitor performance and provide coaching and training to Tier 1 representative on a weekly basis and evaluate escalation performance metrics.
 Conduct case audits and regularly reports to Project Manager.
 Update Tier 1 representatives on any process updates.

Aegis PeopleSupport

eRep – Reservation Specialist

2010/02～ 2013/03

 Fulfill reservation requests by determining the rooms available to meet customer desires.
 Verify customer information and payment options, assign rooms and respond to customers with confirmation emails or numbers.
 Explain policies and hotel features, inform customer about service/s that may incur charges.
 Handled customer inquiries on rates, location and direction, hotel transfer
 Fulfill advance payments and rebooking.

TELETECH

Technical Support Representative – AT&T

2009/01～ 2010/01

 Troubleshoot internet connectivity issues to both residential and business customer.
 Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Diagnose and resolve technical hardware and software issues involving internet connectivity and email clients.
 Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
 Identify and escalate priority issues per Client specifications.
 Follow up and make scheduled call backs to customers where necessary.

Xcelerate Center Inc.

Team Lead

2006/02～ 2008/12

 Handled a team of outbound sales representative to offer medication to US customer.
 Provide daily direction and communication to team members to ensure that set quota for each representative and as a team are met.
 Provides continual evaluation of processes and procedure. Also responsible for suggesting methods to improve sales, efficiency of delivery to both existing and new customers.
 Monitor individual performance and ensure that call quality is within the client specifics.
 Handled escalated calls like billing and delivery, to unsatisfied and irate customers.
 Provides statistical and performance feedback and coaching on a regular basis to each team member.
 Regularly reports to the account manager regarding the team performance, sales and other escalated issues affecting the account.
 Addresses disciplinary and/or performance problems according to company policy.