Experience

• 

  Sct prosperity hardware inc.

  Sept 2009 - May 2011

  General office clerk
• 

  Straive

  Sept 2011 - Dec 2012

  Technical support specialist

  1. Providing technical assistance to customers regarding fixed and mobile wireless broadband services. Documenting customer cases thoroughly, including detailed information about the issue, troubleshooting steps taken, and resolutions provided. 2. Escalating complex technical cases to Level 2 support when necessary. Identified cases that required specialized technical expertise and effectively communicated relevant information to the Level 2 team for prompt resolution. 3. Supporting customers with billing inquiries, including explaining charges, addressing billing discrepancies, and assisting with payment-related concerns. 4. Assisting customers with top-up services, providing guidance on data add-ons, and recharge options, and ensuring a smooth top-up process. Actively identifying upselling opportunities and recommending suitable products or services based on customers' needs and usage patterns. 5. Handling product inquiries, and providing information about different broadband plans, features, and promotions. Offering guidance to customers in selecting the most suitable broadband solution based on their requirements. Show less

• 

  Teleperformance

  Jan 2013 - Aug 2013

  Technical support specialist

  1. Providing technical assistance to customers regarding ADSL and wireless internet services. Assisted customers in troubleshooting connectivity issues, configuring routers, and optimizing internet performance. 2. Documenting all important information in each customer transaction, including troubleshooting steps, resolutions, and any additional notes. 3. Assisting customers with inquiries related to their accounts and products. Providing information about billing, plans, and promotions, and addressing any concerns or complaints promptly to ensure customer satisfaction. 4. Actively supporting upselling and top-up efforts by identifying opportunities to enhance customers' internet experience. Provided recommendations for upgrades, additional services, or data top-ups based on customers' needs and usage patterns. 5 .Escalating technical cases to Level 2 support as needed. Identifying complex technical issues that required advanced troubleshooting and ensuring a smooth transition of the case to the appropriate team for further investigation and resolution. Show less

• 

  Acquire bpo

  Sept 2013 - Dec 2015

  Technical support specialist (tier 3)

  1. Providing technical assistance to customers regarding ADSL, home phone, and wireless internet services. 2. Acting as a liaison between the company and suppliers, effectively communicating any issues or concerns that required their attention. Ensured that all necessary information was conveyed accurately and in a timely manner. 3. Maintaining detailed documentation of each customer interaction, including important information, troubleshooting steps, and resolutions. 4. Assisting customers with inquiries related to their accounts and products. Provided information about billing, plans, and promotions in a clear and professional manner. Show less

• 

  24-7 intouch

  Jun 2016 - Nov 2020

  Email support specialist

  1. Guiding potential drivers through the application process, answering their queries, explaining required documents, and ensuring a smooth onboarding experience. 2. Addressing passenger inquiries, resolving issues, and providing general assistance to enhance their overall experience using the platform. 3. Staying updated with ridesharing regulations and requirements in different states to provide accurate information on licensing, insurance, vehicle inspections, and other state-specific regulations. 4. Assisting users with account-related issues, such as troubleshooting login problems, helping with updates, resolving payment issues, and providing guidance for seamless platform usage. 5. Performing tasks such as updating driver and passenger information, maintaining records, tracking support tickets, and assisting with other administrative duties to ensure smooth platform operations. Show less

• 

  Tdcx

  Nov 2020 - now

  * Quality Assurance: Ensuring that all customer interactions meet the organization's quality standards.Monitoring and Evaluation: Assessing and evaluating customer interactions to identify areas for improvement.* Compliance: Ensuring adherence to company policies, procedures, and industry regulations.* Data Analysis: Analyzing performance data to identify trends and areas for improvement.* Feedback and Coaching: Providing feedback and coaching to improve the performance of customer service representatives.* Process Improvement: Identifying and suggesting improvements to enhance efficiency and customer satisfaction.* Documentation: Maintaining detailed records of quality assessments and improvement initiatives.Training and Development: Assisting in training new customer service representatives to meet quality standards.* Collaboration: Working closely with other teams to implement quality improvement initiatives. Show less 1. Responding to customer (seller) emails/Chat/Phone promptly and professionally, addressing their commerce-related inquiries, and providing accurate information to facilitate a seamless experience. 2. Escalating the case once it met the escalation requirements and working with the escalation team to have a clear and appropriate solution.3. Proactively identifying and resolving challenges or issues that customers may face during their commerce experience. 4. Accurately and consistently document all relevant information related to customer transactions. Show less

  • Quality Assurance Officer

    Aug 2022 - now

  • Customer Service Associate

    Nov 2020 - Aug 2022