Online / Freelance Employee
oDesk.com
Total years of experience :23 years, 4 months
• Providing professional services to remote employers worldwide doing the following jobs:
• Content Moderator (Social Networking Website - www.facebook.com)
• Sentiment Classifier, Virtual Assistant @ Chorus Technologies, Incorporated
• Photo Quality Rater / Picker (www.bonanza.com)
• Web Content Writing
• Quality Assurance Specialist for Document and Database Processing
• Researcher and Data Entry Specialist
• Providing Quality Management Services and Support to EMERSON clients.
• Resolved and handled quality issues and questions of multiple teams or division of Emerson.
• Defined and developed customized Quality Monitoring Scorecards that will monitor performance and make big impacts on quality metrics and result to effectiveness of every phone transaction.
• Monitored and evaluated inbound and outbound calls of all level 1 agents within the 6 divisions.
• Ensured that feedback and one-on-one coaching session is provided in a timely manner and that action plans are recommended and followed for performance improvement.
• Maintained teamwork and openness within the team.
• Prepared and presented weekly, monthly and quarterly Quality Business Reports to the panel of Clients, Account Managers, Supervisors and Team Leaders.
• Developed and implemented Quality Plans based on Root Cause Analysis and other creative innovation and approach to problems.
• Maintained control and documentation of Process workflows and procedures.
• Served as client's representative and point of contact for any Quality Assurance requirement.
• Providing Customer Support Services to client, Adobe, formerly Macromedia. Provided assistance to phone-in and email customers with their general enquiries on Adobe/Macromedia products such as pricing and licensing.
• Assisted customers and provide solutions with installation, download and product activation issues of Macromedia software.
• Ensured that customers are well educated on Macromedia software’s End User Licensing Agreement and that tech speak terms are translated to the customer in a well understandable terms especially to non-tech savvy individuals.
• Also handled general pre-sales over mail or chat and referred customers to the appropriate sales manager or to the Macromedia online store for purchase to empower them to choose the product that fits into their needs.
• Providing Quality Assurance support for Microsoft - MSN Internet Access products
• Conducted Quality Monitoring Sessions for customer service phone and email transactions
• Contributed to the team to consistently deliver advanced ways to achieve CSAT target through Quality Monitoring and effective call coaching.
• Provided coaching and feedback to front line staff for individual and team achievement of key metrics
• Conducted calibration sessions with Management to ensure scoring consistency and alignment internally and with our client
• Coordinated with Management and Training Department to improve product, process and service we deliver to customers and clients
• Facilitated Product Training for New Hires within the Account / Group.
• Facilitated T3 (Train the Trainers) for customer relationship management tool within the Team.
• Participated in the Pilot Training for Training Process and Development Methodology (TPDM).
• Providing customer support for Client Microsoft - for MSN Internet Access product.
• Provided phone and email support to customers with issues related to subscription, internet access, billing, minor connection, pre sales and general enquiries and concerns.
• Resolves/ escalates complex issues to the appropriate group for issue resolution.
• Ensured that transactions are recorded and logged accurately to the system.
• Properly sets customer expectation by informing the customer of what will possibly happen next after giving the steps taken to resolve the issue.
• Promptly resolves customer issues to comply with service level targets.
• Provided excellent service according to the standard quality guidelines to achieve CSAT targets.
• Providing customer support for Client Microsoft - for MSN Internet Access product.
• Provided phone and email support to customers with issues related to subscription, internet access, billing, minor connection, pre sales and general enquiries and concerns.
• Resolves/ escalates complex issues to the appropriate group for issue resolution.
• Ensured that transactions are recorded and logged accurately to the system.
• Properly sets customer expectation by informing the customer of what will possibly happen next after giving the steps taken to resolve the issue.
• Promptly resolves customer issues to comply with service level targets.
• Provided excellent service according to the standard quality guidelines to achieve CSAT targets.
• Performed quarterly client visitations and service analysis necessary for product enhancement.
• Accomplished and actualized a Customer Service Program for the company.
• Conducted interviews and Market Research for Electronic Forms (Quickinfo's product).
• Contributed content for Quickinfo's website and participated on its web designing and outline.
• Handled all incoming calls, telephone complaints and other transactions necessary for the steady operation of the association.
• Screening of all incoming communications and entertaining regular visitors and clients.
• Endorsing students to KBP member radio and television stations for training/internship.
• Placing of calls for the Managers, Supervisors and Executive Director
• Organized meetings for the officers such as committee meetings, board meetings and monthly general membership meetings.
• Prepared correspondence such as circulars, memoranda and letters to member networks and stations and within and other organizations.
• Prepared endorsement letters for internship program.
• Took minutes and procedures of meetings when assigned.
• Provided phone support to customers with simple to complex issues related to billing, basic technical issue, general questions and complaints.
• Provided frontline assistance to walk-in customers with payments, unit repair and billing issues.
• Performed pre-selling by answering general sales questions of customers on product, subscription rates, documentary requirements and eligibility then referring to the Sales Group for sign-up.
• Maintained subscriber's account by monitoring outstanding balance, status of subscription and payments.
• Calls the customer regularly to keep them informed of their account status and remind them of their payment if there are unpaid dues to avoid service interruption.
ACHIEVEMENTS AND AWARDS
• 2008 Most Professional Team Member (Emerson Quality Team)
• 1st Runner-up for 1H 2008 Best in Customer Service (Emerson Quality Team)
• 2nd Runner-up for 2H 2008 Best in Customer Service (Emerson Quality Team)
• 2nd Runner-up for 1H 2009 Overall Outstanding QM Operations Staff (Emerson Quality Team)
• Achieved 7th place in the Over-all Team Stack Ranking for July 2005 (Macromedia CS Team)
• Received Highest CSAT Award for August 2005 (Macromedia CS Team)
• Recognized as the Top Agent for Achieving Highest Quality Monitoring Scores (February, June and July 2003) (MSN Customer Support)
• Achieved Perfect Attendance Award, First Quarter, 2002 (Quickinfo, Inc.)
• Provided phone support to customers with simple to complex issues related to billing, basic technical issue, general questions and complaints.
• Provided frontline assistance to walk-in customers with payments, unit repair and billing issues.
• Performed pre-selling by answering general sales questions of customers on product, subscription rates, documentary requirements and eligibility then referring to the Sales Group for sign-up.
• Maintained subscriber's account by monitoring outstanding balance, status of subscription and payments.
• Calls the customer regularly to keep them informed of their account status and remind them of their payment if there are unpaid dues to avoid service interruption.
ACHIEVEMENTS AND AWARDS
• 2008 Most Professional Team Member (Emerson Quality Team)
• 1st Runner-up for 1H 2008 Best in Customer Service (Emerson Quality Team)
• 2nd Runner-up for 2H 2008 Best in Customer Service (Emerson Quality Team)
• 2nd Runner-up for 1H 2009 Overall Outstanding QM Operations Staff (Emerson Quality Team)
• Achieved 7th place in the Over-all Team Stack Ranking for July 2005 (Macromedia CS Team)
• Received Highest CSAT Award for August 2005 (Macromedia CS Team)
• Recognized as the Top Agent for Achieving Highest Quality Monitoring Scores (February, June and July 2003) (MSN Customer Support)
• Achieved Perfect Attendance Award, First Quarter, 2002 (Quickinfo, Inc.)
Bachelor’s Degree in Broadcast Communications -
Bachelor’s Degree in Broadcast Communications -