Ma. Michelle Roraldo
I worked in one of the agencies here at Odesk since December 2012 till today, with a total hours of 3623. I worked as a staff in an online casino. Most of the time, my task was to be always visible in the system to make sure that all transactions would be assisted right away with a maximum assistance of 1 minute. As a staff we are required to be on guard on declined and completed transactions of online players. I also receive incoming calls, mostly questions regarding their Withdrawals and matches they could take advantage of. I also do outbound calls to welcome first time depositors, call players who has declined transactions.
I also had 8 years of experience in the customer service (call center) industry. I started out as an agent who takes in call from customers about their bills,payments and programming changes. I also worked as an outbound agent who calls customers who just initially sign up for the service.
As the years passes by, with my outstanding performance, I was promoted as a Customer Service Supervisor from the inbound department.
I handled and supervised teams, mostly consist of 10- 13 agents.I coach, lead, manage and develop agents in terms of meeting the center’s goals, as well as maintaining their good performance. Clearly define and set daily, weekly and monthly goals. Reviews and measure performance against goals and discuss opportunities.
I am a very responsible team player. I like things to be organized and detailed. I plan my to do list everyday and make sure that at the end of the day, everything has been met. I work with minimal supervision, flexible when it comes to work schedule and work load. I am also very eager to learn new things, gain more information and be knowledgeable.