Jade Suaybaguio
About
Detail
Quality Assurance Manager and Customer Support Team Lead
Province of Davao del Sur, Philippines
Résumé
Jobs
verified_user
0% verified
- ACustomer Service SpecialistApproachmentcomAug 2023 - Oct 2024 (1 year 3 months)Assist customers through a live chat system for different products and services, such as legal concerns, customization on Amazon listings, vintage cars for buy and sell, aircraft parts and engines, and more.
Troubleshooting Team Lead, Head Trainer & QA Manager for Customer ServiceSkylightOct 2019 - Oct 2024 (5 years 1 month)- An eCommerce company that sells digital frames and digital calendars in the US, Canada, and a few countries in Europe - Delegate tasks, motivate the team, coach, and manage agents’ performance. - Responsible for recruitment, training, and monitoring incoming customer service representatives. - Oversee and develop overall quality standards in the customer service department. - Audit tickets and provide coaching to all agents weekly. - Review DSATs and escalated tickets for coaching and improvement of customer service in general. - Provide weekly QA updates and conduct weekly reports to the CS Manager and Director of CS.- PCustomer Support Team LeadPopups DirectNov 2018 - Mar 2020 (1 year 5 months)- Customer service via email and chat for a company that mainly sells phone popups in the United States and some parts of Asia. - Respond to customers’ order inquiries, shipping issues, order cancellations, and refunds via email and chat. Assist with escalated issues and send weekly reports to the owner of the company
- Senior Customer Service RepresentativeIPSYAug 2016 - Sep 2018 (2 years 2 months)- Customer service via email for a beauty products sampling company based in San Mateo, California. - Respond to customers’ inquiries in a timely and professional manner. - Track and follow up on all customer requests to ensure a high level of customer satisfaction. - Answer open tickets for agents on days off.
- SSenior Technical Support RepresentativeSundial CommunicationsMar 2015 - Jun 2016 (1 year 4 months)- Technical support for an internet service company based in Colorado, USA. - Monitor service areas for all of our clients and provide immediate fixes for Wi-Fi issues. - Provide proactive troubleshooting if major issues occur or network outages. - Respond to existing customers’ inquiries and send outreach emails to the new prospective serviceable areas.
- Technical Support - Subject Matter ExpertTPJan 2013 - Feb 2015 (2 years 2 months)- Technical support for a cable, internet, and telephone service company called Comcast that is based in the United States. - Troubleshoot issues over the phone, assist repeat callers with multiple issues, and process ticket escalations. Assist newbies and acting supervisor if the Team Lead is not around
- LData Entry SpecialistLawQAJul 2011 - Nov 2012 (1 year 5 months)- Data entry specialist for a website exclusive to attorneys and their clients, all based in the United States. - Research lawyers’ information from all over the US to integrate into the website.
- XOutbound Sales RepresentativeXyberlink Contact SolutionsSep 2008 - Apr 2011 (2 years 8 months)Telemarketer in a call center for different products and services, such as insurance, window and carpet cleaning, prepaid cards.