PxPixel
Joyce Faith A.

Joyce Faith A.

baguio cityPhilippines
Hi there! My name is Joyce. I am a passionate individual who experienced working in a contact center for 5 years. I was a Customer Service Representative particularly assisting customers in checking delivery status, rescheduling, answering inquiries, handling delivery complaints and product replacement requests. After 8 months of taking calls, I got promoted as a Subject Matter Expert (SME). My tasks as an SME is to assist new hires during their training, guide CSRs when it comes to processes and procedures and take their escalation calls to meet customer's satisfaction. Sometimes, I am assigned to be the Point of Contact (POC) of the team if the Team Leader is out of the office. After 2 years of being an SME, I got promoted as a Team Leader/Coach in a Telco account. I attended leadership training to develop my knowledge in managing teams and develop my leadership skills. My tasks as a Coach aside from admin tasks is to manage the team's performance by doing performance evaluation, call listening, coaching, action planning and making sure that enough guidance is being provided to CSR's on a daily basis to ensure quality service.
Comparable Market Analysis
Comparable Market Analysis
Graphic Creation for Marketing Materials
Graphic Creation for Marketing Materials
Want to see more? Create Account
Joyce Faith A.

Joyce Faith A.

baguio cityPhilippines
Hi there! My name is Joyce. I am a passionate individual who experienced working in a contact center for 5 years. I was a Customer Service Representative particularly assisting customers in checking delivery status, rescheduling, answering inquiries, handling delivery complaints and product replacement requests. After 8 months of taking calls, I got promoted as a Subject Matter Expert (SME). My tasks as an SME is to assist new hires during their training, guide CSRs when it comes to processes and procedures and take their escalation calls to meet customer's satisfaction. Sometimes, I am assigned to be the Point of Contact (POC) of the team if the Team Leader is out of the office. After 2 years of being an SME, I got promoted as a Team Leader/Coach in a Telco account. I attended leadership training to develop my knowledge in managing teams and develop my leadership skills. My tasks as a Coach aside from admin tasks is to manage the team's performance by doing performance evaluation, call listening, coaching, action planning and making sure that enough guidance is being provided to CSR's on a daily basis to ensure quality service.
Comparable Market Analysis
Comparable Market Analysis
Graphic Creation for Marketing Materials
Graphic Creation for Marketing Materials
Want to see more? Create Account

Available Less than 30 hrs/week