Software Engineer

• Aug 2018 - Present

Quality assurance personnel

• May 2018 - Sep 2018

• Evaluation of customer service agent’s calls, emails and chats to ensure that it meets the company’s standard as stated in the quality manual.• Real time monitoring and coaching for agent development.• Preparation of reports for agents monthly PLI evaluation.• Manage initiatives that may be introduced to help improve productivity for the business.• Organize monthly training for agents (inbound and outbound) to keep them updated on new procedures and developments.

Customer Service Representative

• Jun 2017 - Apr 2018

• Attend to and resolve customer’s queries via email, chats and telephone conversations.• Provide information about the company to the customers as required at the time.• Promote goods and services and keep the customers informed of current services available.• Relationship management – internal to the organization and external• People management• Follow up with customers to ensure they are satisfied with the resolution provided to their issues and complaints