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Quality AnalystFeb 2016 - Jun 2018 (2 years)
Listen to recorded inbound calls (AT&T, DTV and UBER) and evaluate them based on the QA line items provided by the client/vendor. Conduct calibrations, quality policy talks, operations and support sessions. Submit reports in a daily/weekly/monthly basis for compliance and analytics. Coach agents/representatives to make their calls better and provide feedback regarding the learning progress.
Billing and Sales RepresentativeOct 2014 - Feb 2016 (1 year)
Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates. Inform customers about sales and promotions in a friendly and engaging manner.
Technical Support SpecialistJan 2014 - Oct 2014 (9 months)
Resolve customer complaints and concerns with strong verbal and negotiation skills. Built and maintained successful relationships with service providers, dealers and consumers. Displayed courtesy and strong interpersonal skills with all customer interactions.
Outbound Sales RepresentativeSep 2013 - Jan 2014 (4 months)
Make outbound customer calls to promote and sell a product or service. Create, maintain and update database of customers with complete information and emails. Record outbound call history and customers response in detail. Handle customer needs and requirements. Respond to customer inquiries and resolve. Assist and support sales, marketing or other departments in handling customer requests and needs.
Bachelor of Elementary Education2009 - 2013 (4 years)
Top Quality Analyst - Quarter 1 (2017)Quality Department
98% Overall Score for Quality
Top 3 Technical Support Specialist (2016)DirecTV Operation Department
89% Overall Attainment of all the required metrics.