Highly skilled, customer-centric and 8 years’ experience in call centre company with great communication skills, enthusiastic and positive approach to work.
Personal and Technical Skills
• Certified; Technical and Customer Service Support for Satellite Provider
• Certified; Technical and Customer Service Support for Streaming Service Provider
• Certified, Subject Matter Expert and Ad hoc Team Lead
• Certified, Seasonal Trainer for Social Media Support
• Certified, Quality Assurance Analyst for Social Media Support
**Project Neighborhood – Peak Support Global Enterprises**
Quality Assurance Analyst, 2021 - 2022
Monitor, evaluate, and audit emails to ensure quality is aligned with the goals and objectives of the project and/or line of business. Scrub dissatisfaction surveys to identify trends and opportunities and cascade them to the management or the client. Regularly provide feedback and coaching. Provide reports to be used for reinforcement, coaching, and updates. Support new hires and ongoing QA training initiatives as needed. Lead calibration, focus group discussion and breakout training sessions as needed.
Seasonal Trainer, 2021
Leads training classes for new hires and up training for tenured agents. Actively engage with the new hires to ensure their learning and knowledge retention. Provides feedback and suggestions on curriculum and project revision. Collect and submit an end-of-day report that includes their attendance, measurement reports, and behaviour.
Associate, 2020 – 2021
Respond to customer emails, concerns, and issues. Make sure that all concerns were thoroughly address and provide the best customer experience. Trained to handle all associate tasks, moderate content/account, and be able to hit our goal.
**SLING TV LCC. – INSPIRO RELIA INC.**
Customer Service Representative, 2018 – 2020
Handle customer concerns, inquiries, complaints, billing questions and basic troubleshooting. Calm angry callers, repair trust, locate resources for problem resolution and provide best-solutions.
• Resolved an average 150-200 inquiries in any given week and consistently met performance benchmark in all areas (handle time, repeat call and survey).
• Became the temporary lead “Global Experts” person for new hire and particularly challenging calls as one of the company’s support of both new and former employees.
• Helped company attain the highest customer experience or ratings (as determined by the clients) – earned above goal marks in all categories including problem resolution, quality assurance, tool usage and following business guidelines.
**DISH NETWORK – INSPIRO RELIA INC.**
Advance Account Support Specialist, 2014 – 2018
Assist customer with billing concerns, making changes, self-serve options and troubleshoot setup boxes. Specially to save customer from cancelling service, sell the value of the product and provide an offer that will fit to customer needs.
• Recognized as top agents for the quarter, multiple times for performing very well on our metrics.
• Save 24 out 25 customers a day from cancelling service, maximize tools that was given by the client and provide long term solutions.
• Was also called to temporarily lead a team of newly promoted retention agents and task to manage the team performance based on client needs.
• Proud to say we have claimed the number #1 spot across all sites supporting Dish Network in 2018.
**1-800-Flowers.com – INSPIRO RELIA INC.**
Sales Representative, 2013 – 2014
• Present, promote and sell products using solid arguments to prospective customers.
• Achieve agreed upon sales targets and outcomes within schedule.
• Expedite the resolution of customer problems and complaints to maximize satisfaction.
Achievement and Training Attended
Top Slingers for the Month of January 2018 Exemplary Performance for Q1 2016
Sling TV LCC., INSPIRO RELIA INC. Director’s Club – Dish Network, INSPIRO RELIA INC.
Dish Loyalty / Retention Training 2015 Certified Technical Support Training 2014
Dish Network, INSPIRO RELIA INC. Dish Network, INSPIRO RELIA INC.
Top SG Agent of the 4th Quarter of 2014
Director’s Club – Dish Network, INSPIRO RELIA INC.
Customer Retention Strategy