Customer Care Agent - Tech Support
Infosys Manila (BPO COMPANY for AT&T U-Verse)
Total years of experience :14 years, 4 months
-Specialized in handling Technical Support with the use of Work Flow Engine (WFE) for AT&T Customers based in United States of America.
-Handles phone calls regarding inquiries and clarification on AT&T U-Verse Products.
-Escalates all exceptions and unique scenario encountered regarding customers’ complaints with a follow through until resolution, while offering an alternative solution for the time being.
-Reports directly to the Operations General Manager and Marketing Manager
-Specialized in handling the daily operations by providing the vehicle details such as Driver’s Name and contact details together with carplate to MBS Transportation Team, supervise and
manage the 15 to 30 Drivers’ schedule, making short and long-term vehicle schedule, and inspects all vehicles to ensure compliance with the Hotel’s standards and requirements.
-Assists with the daily preparation of reply to correspondence of the Hotel’s respective Departments and Divisions due to hotel guests’ disputes and queries.
-Handles regular review of the operational procedures and recommends immediate implementation of the procedural change towards improvement and better service.
-Handles phone calls regarding inquiries and clarification on Airport Shuttle Services.
-Escalates all exceptions and unique scenario encountered regarding guests’ complaints with a follow through until resolution, while offering an alternative solution for the time being.
-Data encoding of daily transactions and preparation of next day’s schedule.
-Handles Petty Cash of the company and submits the monthly expense report
-Handled the end-to-end process of the Chargeback Unit.
-Supervised and monitored 3 personnel to ensure their deliverables and that assigned tasks are done prior to deadlines.
-Specialized in handling Chargeback to merchant processing due to customer disputes via Call Center’s reports, reports from other Departments, e-mails, telephones and politely attending to irate walk-in clients as part of Customer Service-related function.
