日本と海外をつなぐクラウドソーシング

Convergys Philippines Incorporated

Quality Evaluator

2013/03～ 2016/03

Account: Microsoft XBOX and Surface
Evaluate agents’ calls through recorded calls and chat transcripts of chat agents. Analyzes root-cause why an agent would have high AHT or why an agent cannot follow the call flow.
• Evaluate 1 call or chat per agent per week
• Follow real-time coaching as much as possible but normally our coaching has to be done within 24-48 hours after a call or chat has been evaluated.
• Facilitate internal and external calibration with other sites.
• Conduct sync-ups on a weekly basis with Team Leaders and Mentors to address team level concerns and come up with a long-term action plans to improve the team’s performance.
• Send hypes through email to agents or to the team assigned to me about common misses of the team and send them through email as regularly as I can.
• Send weekly reports to Team Managers of the team assigned to me.
• Determines agent’s strengths and areas of improvements.

Sykes Asia Incorporated

Technical Support Representative

2013/08～ 2013/02

Account: AT&T ( 9 State )
Receive calls from customers who has DSL internet connection with AT&T from 9 States of US.
• We provide technical support to our clients’ customers
• Dispatching technicians to customers who needs a technician to go to their house and check their internet connection or phone line.
• Offering to our customers paid technical support if they have third party devices that they want to connect to their network.

Convergys Philippines Services

Customer Care Representative

2011/08～ 2012/02

Account: Anthem Blue Cross & Blue Shield
We receive calls from health care professionals and provide support if they need information about health care benefits and coverage.

Aegis Peoplesupport

Telephone Banker

2008/03～ 2011/08

Account: JP Morgan & Chase
We receive calls from customers inquiring about their Checking, Savings, CD (Certificate of Deposit) and Online Banking accounts.

• Assisting customers inquiring about their balance, who would like to request for funds transfer or if they need a walk-through with their online banking account.