Experience

VIRTUAL ASSISTANT

• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Service Representative

  • Jun 2016 - Present



Six Eleven Global Services and Solutions

• Philippines
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Senior Team Leader

  • Apr 2012 - Apr 2016

  I conduct coaching, assist agents, monitor stats, coordinate team logistics and making sure client and company's protocols are being implemented.

• Team Leader

  • Dec 2010 - Apr 2012

  -Assists agents with their respective Job designation and assignment.-Keeps all information up-to-date and secured-Reviews and Checks chat transcripts from agents to ensure Quality assurance-Checks attendance and hourly schedule as sends it religiously to the proper department and/or reports if there are any discrepancy.-Prepares billable hours report of the operations twice a month to be sent to the client (US management).-Double checks payroll of agents under their supervision-Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.-Motivates and Counsels agent on how to improve their performance as TSR to be able to meet targets through Coaching and by Mentoring.-Enforces discipline to people that deviates from the standard and from what is stated in the Code of Discipline-Reports issues, incidents and updates to both external and internal management-Contributes to team effort by accomplishing related results as needed.

• Technical Support Representative (Tier 2) Remote Support

  • Sep 2008 - Dec 2010

  -Obtains customer information by accepting chats coming from tier 1 support and/or Spanish tier 1 agents for qualified customers or client and serves by determining requirements, answering inquiries, resolving problems, fulfilling request, maintaining database, & updating account through remote control assistance. -Create tickets if problem is unresolved and forwards it to US management.

• Technical Support Representative

  • Jul 2008 - Sep 2008

  -Obtains customer information by accepting chats and serves by determining requirements, answering inquiries, resolving problems, fulfilling request, maintaining database, & updating account.