Customer Service Quality Assurance

Positive and upbeat Customer Service Specialist bringing 15 years of customer-facing experience

in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

CORE QUALIFICATIONS:

• Telephone enquiries specialist

• Multi-tasking

• Professional telephone demeanor

• Active listening

• Quality Assurance (QA) Specialist

• Live chat support

• Call center experience

CERTIFICATION AND TRAINING:

• TEAM LEAD DEVELEPMENT PROGRAM

July 2013

EDUCATIONAL BACKGROUND:

• GRADUATE OF BACHELOR IN SCIENCE IN INDUSTRIAL TECHNOLOGY MAJOR IN FOOD TECHNOLOGY 2001-2005

EMPLOYMENT HISTORY:

CUSTOMER SERVICE REPRESENTATIVE November 2019 – June 2023 Metro by T-Mobile IQOR Philippines

JOB DESCRIPTION:

• Assisting customer’s account set up and additional services

• Conducting basic troubleshooting for service and device issues

• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.

• Processing payments and billing disputes

• Built rapport with customers through courteous and professional communications.

• Maximized customer satisfaction by resolving service issues promptly. ABOY,

MA THIARAN BONIFACIO

Brgy Hawaiian Silay City Negros Occidental

Philippines

Contact Number:

+639*********

Email Add:

************@*****.***

OBJECTIVES:

• Processed and issued product orders and service upgrades for customers.

• Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions. ADVISOR II TECHNICAL SUPPORT REPRESENTATIVE December 2017 – October 2019 Spectrum Concentrix Philippines

JOB DESCRIPTION:

• Assisting customer's internet connection issues

• Conducting basic troubleshooting and setting up appointments

• Process service change and upgrades

• Provided clear and concise step-by-step technical support to guide clients.

• Asked customers targeted questions throughout troubleshooting to determine smart solutions.

• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

ORDER ENTRY SPECIALIST (Chat and Voice) November 2013 – December 2017 Time Warner Cable Concentrix Philippines

JOB DESCRIPTION:

• Creating customer's account and running credit check

• Placing order for customer's order and setting up appointment

• Organized files to support efficiency and traceability.

• Built and maintained courteous and effective working relationships. QUALITY ASSURANCE SPECIALIST May 2013 – August 2013 Charter Communication Teletech Holdings

JOB DESCRIPTION:

• Evaluate agents call to make sure meeting the required guidelines in assisting customer concern

• Sending weekly reports for evaluation results and feedback for agents

• Doing real time coaching for agents call handling

• Assessed completed batch records, evaluating successes and highlighting areas requiring quality improvements.

TEAM LEAD POC February 2013 – May 2013 Charter Communication Teletech Holdings JOB DESCRIPTION:

• Person in charge for handling team performance

• Coaching and providing development plan for agents

• Monitored team performance, providing suggestions for improvement and training programs to increase team efficiency

• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.

• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately. CUSTOMER SERVICE REPRESENTATIVE March 2008 – January 2013 Teletech Holdings JOB DESCRIPTION:

• Assist customer's payment and billing dispute

• Set up appointments for customer service issue

• Sales, upgrade, service change and setting up appointment for service install

• Built rapport with customers through courteous and professional communications.

• Processed and issued product orders and service upgrades for customers.

Contact this candidate