Experienced: Customer Care Support | Quality Analyst | AHT analyst | Customer Satisfaction Coach | SME(Subject Matter Expert).
Customer Care Support:
Tasks:
- Order tracking
- Send email updates to customers about their order
- Walk-through customer over the phone on how to create, update and unsubscribe their account
- Process order cancellation
- Process refund
* SME (Subject Matter Experts)
Tasks:
- Providing knowledge, resources and information to support agents
- Coaching and training agents on improving Customer Interaction and offering advisors guidance.
- Worked on Escalations and provide feedback to assign Managers.
* Quality Representative
Tasks:
* Quality Analyst
- Assessing quality performance of our call center associates to make sure that processes and policies established by the clients has been followed.
- Coordinates and facilitates call calibration sessions for team leaders and managers.
- Conduct coaching for those agents who have fail audits.
* AHT Analyst/Customer Satisfaction Coach
- Deep dive transactions to see the causes of a DSAT/CSAT.
- Listening to lengthy calls to see the reason for high AHT.
- Provides feedback and recommendation to team leaders and managers,
- Generate weekly CSAT and AHT reports for the clients.
