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Customer Service Representative

Location:
Cavite City, Philippines
Posted:
June 11, 2019

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Resume:

Address : Blk * Lot ** Silver St., Golden Villas Subd., Carsadang Bago 2, Imus Cavite, 4103

Telephone Number +63-916-***-****

Email : ac9kwa@r.postjobfree.com

WORK EXPERIENCE

April 2018 - Present

Real Time Analyst

Transcosmos Asia Philippines

Role Management :

Responsible for the maintenance of the service level in intraday, weekly and monthly in a real time manner.

Ensure that thresholds are set and being followed through monitoring and close coordination with the operations.

Serve as a resource regarding the reporting of call center efficiencies, team and process improvement.

Collaborate with operation in identifying and tracking of planned and unplanned absences, as well as attendance.

Perform automation for all manual templates

Collates and reports all daily weekly and monthly reports, including Dashboards

Currently maintaining most automation such as the program’s web base portal

Apr 2010 – Dec 31, 2017

Real Time Analyst

Telus International Philippines

Role Management :

Responsible for the maintenance of the service level in intraday, weekly and monthly in a real time manner.

Ensure that thresholds are set and being followed for all accounts through monitoring and close coordination with the operations.

Serve as a resource regarding the reporting of call center efficiencies, team and process improvement.

Collaborate with operation in identifying and tracking of planned and unplanned absences, as well as attendance.

Act as central point of contact for all scheduled exceptions and time off request.

Perform automation for all manual templates and act as MIS for 2 years ensuring data integrity are met and are received in a timely manner for all the programs we are handling.

Technical Support Representative

Telus International Philippines

Role Management :

Provides real time support for clients in need of setting up their ADSL connection for first time user as well as to existing clients (This also includes set up of their internet TV), setup includes wireless and wired connection.

Responsible for providing education to clients on how to maintain consistent connectivity of their subscription

Performs Security installation and email setup (this also include in creating their email client).

Provides assistance in IPTV

Jun 2005 - Apr 2010

Senior Customer Service Representative

Sykes Asia Inc

Role Management :

Work with the consumer line and Team lead in creating training materials and interacts with operations and support groups regarding training needs of people in production.

Assist with on phone / support training for new employees. In charge of CSAT generation reports.

Work as point of contact for consumer escalations and back up team lead in the absence of the direct supervisor.

Review of the dealers training report card to follow up on any key issues noted by the training staff.

Answer escalation of any questions dealer has post training.

Prepare Lead generation report for Sales managers, Looks on adherence to company and account policies and house rules

SKILLS/ABILITY

Technical Hands-on for all Office Machines, Structured Connectivity Solution, Experience Call center career - Computer Programming with VB 6.0 and others, Troubleshooting, Network Administration and Setup - AutoCAD operations. - Active Directory, knowledge in MS exchange server and Share Points for Excel and object oriented programming as part of automation using VB enterprise and HTML and database management.

EDUCATIONAL ATTAINMENT

Tertiary:

1993 - 1996 Technological Institute of the Philippines : BS Electronics and Communication Engineering

CHARACTER REFERENCES

Raymond Pinpin : (092*-***-****

Telus International Philippines

Ilene May Bragais : (092*-***-****

Telus International Philippines

Cecilia Segovia : (090*-***-****

Telus International Philippines



Contact this candidate