Experience

Skybridge Americas Inc.

• Outsourcing/Offshoring
• 200 - 300 Employee

• Customer Service Representative

  • Jun 2017 - Present

  Duties include: 1. Primary duty is to provide quality service road assistance to all callers at the fastest possible time to ensure customer safety as well as making sure they get to where they need to be safely. This will include dispatch of services such as a tow, tire change, jump start, fluid delivery and lockout services. Duties include: 1. Primary duty is to provide quality service road assistance to all callers at the fastest possible time to ensure customer safety as well as making sure they get to where they need to be safely. This will include dispatch of services such as a tow, tire change, jump start, fluid delivery and lockout services.



24-7 Intouch

• Canada
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Support Representative

  • Apr 2017 - Apr 2017

  (Seasonal Account – Spring Promotion) Duties include: Primary duty is providing world class customer service by assisting clients with their order concerns which may include product information and sales (order placement). (Seasonal Account – Spring Promotion) Duties include: Primary duty is providing world class customer service by assisting clients with their order concerns which may include product information and sales (order placement).



Startek

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Oct 2011 - Dec 2012

  October 2011 – December 2012 Team Lead Level 2 Technical Support Program Startek Philippines Duties include: 1. Primary duty is the supervision and management of 15 – 17 Level 2 Technical Support Agents providing world-class technical support, customer service and sales; 2. Coaching and providing timely feedback to agents regarding their daily, weekly, and monthly performance; 3. Motivating and encouraging agents through positive communication and feedback; 4. Disseminating new product information and/or program updates to frontline team members; 5. Real time queue and adherence supervision; 6. Supervises, plans, and manages functions concerning the business and reviewing the operations of the agents, as well; 7. Acts as an information source to answer agents’ questions, assigning/delegating tasks, following up, and giving instructions, as needed; 8. Provides required support and training to the agents to apply the best skills and knowledge on the job; and, 9. Performs basic duties such as preparing and directing schedules, monitoring attendance, scheduling breaks, and shifts, as necessary; and, 10. Handles and uses call center management tools, call center monitoring and reporting software to help with day-to-day operations. Show less



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Data Services Manager

  • Nov 2010 - Sep 2011

  November 2010 – September 2011 Data Services Manager AT&T West Business Services Duties include: 1. Responsible for the ordering process – from placing the order for service up until completion; 2. Acts as a Single Point of Contact [SPOC] on the order for all parties involved: the customer, the sales team, and the provisioning center until the order is completed in a timely manner; and, 3. Coordinates with the customer regarding the status of his/her order through written correspondence/phone calls. Show less



TELUS International Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Captain

  • Sep 2006 - Jun 2010

  December 2007 – June 2010 Team Captain XBOX 360 Technical Support Program Telus International Philippines, Inc. Duties include: Tasked to manage a team of 15 – 20 Customer Service Representatives taking in inbound calls to provide excellent technical support and customer service; 2. Call Monitoring (Includes Quality of Service Monitoring), coaching, providing instant feedback to an agent’s daily, weekly, and monthly performance; 3. Mentoring and motivating agents to achieve their targets, improve on their weaknesses, and harness their strengths to meet desired goals; 4. POC for TC scheduling for the account; and, 5. Generating day end report schedules. 1. August 2007 – November 2007 Technical Lead XBOX 360 Technical Support Program Telus International Philippines, Inc. Duties include: 1. Serving as Product Champion in support of XBox 360 Customer Service Representatives; 2. Supporting agents through coaching, audits, and awareness of the account’s Performance Management Policies which would help them serve customers better; 3. Constantly instilling in the agents’ minds the end goal to achieve a phenomenal client experience that will compel the customers to do business and patronize the products of XBox continuously. November 2006 – July 2007 Technical Support Representative XBOX 360 Technical Support Program Telus International Philippines, Inc. Duties include: 1. Providing excellent quality service by assisting customers troubleshoot their consoles and creating solutions for their concerns regarding their XBOX hardware and peripherals. Show less