Experience

Possible

• United States
• Financial Services
• 1 - 100 Employee

• Customer Success

  • May 2021 - Present



Onasus Pte Ltd Singapore

• Team Lead

  • Apr 2016 - Dec 2020

  -Led a team of employees and manage the flow of day-to-day operations-Kept management updated on team performance and key issues-Monitored team members' participation to ensure the training they are being provided is being put into use-Mentored/trained new staff

• Customer Service Officer

  • May 2011 - Mar 2016

  -Generated Service Quotations for repair of HPE servers-Dispatched Customer Engineers for Break-Fix, Hardware and Software Installation, Relocation, Disposal, Sanitization of HPE servers-Collaborated with other stakeholders to improve customer experience



Startek

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

• Quality Assurance Analyst

  • Nov 2008 - Jan 2011

  -Monitored and evaluated randomly selected calls to assess associates’ service level standards -Conducted coaching sessions with associates -Analyzed data to identify trends and training opportunities and communicate those opportunities to the management and/or training department. -Facilitated Client call calibration and conducted New Hire Quality Orientations. -Monitored and evaluated randomly selected calls to assess associates’ service level standards -Conducted coaching sessions with associates -Analyzed data to identify trends and training opportunities and communicate those opportunities to the management and/or training department. -Facilitated Client call calibration and conducted New Hire Quality Orientations.



TELUS International Philippines

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

• Quality Assurance Specialist

  • Feb 2004 - Jul 2008

  -Monitored and coached customer care agents, handling both voice and email support-Responsible for client reporting

• Customer Interaction Associate

  • Nov 2002 - Feb 2004

  -Resolved customer concerns with strict adherence to client-specific metrics and policies-Provided post customer service support through email