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tetchiepie
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Available to work
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- Job History(F) : 0 Results
- Philippines
- Favorites : 0 Results
- Skills
- Voice Talent
- Personal Assistant
- Email Response Handling
- Customer Service & Support
- Web Search
- Data Entry
- Japanese ⇔ Tagalog
- Last Login : 2016-03-27
- Member Since : 2016-03-15
Career
Description
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.
