I started as a Market Researcher and Quality Assurance Supervisor way back 2011. My scope of work is calling different respondents across United States of America to conduct political surveys, consumer awareness study or appointment set-up for various brands and popular brands in the US. I was tasked to monitor calls and making sure that agents are entering the verbatim responses of the respondents. I am also checking on how they conduct surveys and making sure they don't sound biased because it may influence the overall result. I stayed with the company for 4 years.
In my next job, I was a billing specialist and customer service support of DirecTV for a year. Then most recent job was inclined with purely customer service via phones, live chat, e-mails and social media. I am basically responding to any customer queries like order tracking, processing replacements or reshipment and most importantly keeping them happy and satisfied. I am familiar with various tools like Zendesk,Help Scout, Gorgias, Inside, My Kustomer, Slack and Shopify.
