Nina danielle B.
Excellent Sr. Customer Relations and Technical Support Associate and F
I have years of experience in:
• Handling escalated issues.
• Taking escalated emails and calls.
• Submitting and doing administrative tasks like interval, productivity, attendance, audit and EOD reports.
• Data encoding
• Live monitoring and assessed calls for quality evaluation.
• Creating coaching logs
• Provide weekly coaching/feedback to identify opportunity areas and reinforce strengths
• Devise action plans for KPI/ team improvement
• People management, including all HR related concerns, staff development, motivation, leadership and developing future leaders
• Oversee adherence to schedule, performance and overall team development
• Recommendations for product and process development based on customer feedback and analysis of the same
• Attending town hall and calibration meetings
• Logging all cases
• Meeting required AHT, CSAT percentage, productivity percentage and QA percentage.
I also have experience in:
***Creative writing for blogs used as web articles/content.
***Social Media management (content writing, manage posts, answer messages and comments, liking and following, schedule posts, etc.)
***Competitive in translating jobs from English to Filipino and vise versa.