About Me
About Me
I am a highly skilled and competent professional with over 9 years of experience in the BPO industry, serving as a Customer Service Representative, Technical Support Engineer, Quality Assurance Analyst, and Social Media Management. I am also a certified electrician and computer technician.
FREELANCING
July 2021 – present
Vimenture, Remote – Support Desk Analyst
- Assist business clients with technical queries and problem resolution.
- Identify and resolve technical issues promptly.
- Prioritize and respond to support tickets efficiently.
- Keep users informed about issue status and provide solutions.
- Work with different teams to escalate and solve complex issues.
Svelte Media, Remote— Social Media Content Moderator
- Handle social media accounts, suggesting improvements for enhanced customer service.
- Regularly review and moderate user-generated content for compliance with guidelines.
- Interact professionally with users, addressing concerns and inquiries related to the product.
- Identifying and mitigating risks in user content.
- Generating reports on moderation activities.
Extuent, Remote— Independent Contractor
TIREBUYER (Customer Service Representative)
- Help customers with tire inquiries, orders, and status updates.
- Address and resolve customer issues promptly.
- Demonstrate deep knowledge of tire products and specifications.
- Maintain clear and professional communication via phone, email, and chat.
- Ensure a positive customer experience by addressing concerns and exceeding expectations.
VAMOS AUTO (Collections Manager)
- Reach out to customers behind on car loan payments.
- Negotiate and establish payment plans or settlements.
- Maintain organized records of customer interactions and agreements.
- Ensure adherence to legal and regulatory requirements.
- Provide assistance and information to customers for debt resolution.
CALLTEK CENTER INTERNATIONAL, INC (CTC BPO INC), General Santos City, PH
December 2014 – July 2021
Quality Assurance Analyst
- Assess customer interactions across calls, chats, emails, and SMS for improvement.
- Provide sessions to enhance the performance of customer service agents based on quality assessments.
- Create report cards summarizing performance and quality metrics of customer interactions.
- Manage sessions to align on quality standards and drive continuous improvement.
- Provide coaching and feedback to enhance the performance of customer service and technical support agents based on quality assessments.
Dynamic Dispatch
- Efficiently allocate tasks, optimize routes, and schedules for maximum productivity.
- Monitor technician progress for timely arrivals and address delays promptly.
- Coordinate and dispatch technicians promptly for service disruptions or urgent issues.
- Prioritize and assign work orders based on urgency, availability, and location.
- Maintain effective communication with technicians and customers, providing timely updates on appointments and any changes to arrival times.