J
Jane Reinna Ilustre
About
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Quebec, Canada
Résumé
Jobs
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Customer Support AssociateTech MahindraSep 2024 - Current (2 years 2 months)Respond to inquiries regarding wireless and home services via phone and digital platforms. Troubleshoot technical, billing, and account-related issues. Escalate and follow up on unresolved concerns to ensure resolution. Meet KPIs for customer satisfaction and resolution time. Used ticketing systems to manage and track customer interactions efficiently. Participated in team huddles to identify service trends and recommend improvements.- Customer Service RepresentativeIO Solutions Contact CenterApr 2023 - Jun 2024 (1 year 3 months)Delivered front-line support for diverse customer needs. Maintained detailed records of interactions using CRM software. Provided product and billing information, resolving complaints efficiently. Assisted in onboarding new agents and supporting peer training sessions.
- QQuality Assurance AnalystAudited call center agent performance against quality standards. Developed QA guidelines and delivered coaching sessions. Analyzed service trends and recommended process improvements. Onboarded and trained new employees in QA best practices. Conducted side-by-side coaching to improve agent performance. Reported QA findings to leadership to inform training program.
- Customer Service RepresentativeVirgin MobileResolved customer inquiries and processed transactions. Documented all customer interactions in support systems. Contributed to development of service standards and policies. Provided on-the-job support and mentoring to new hires. Upsold products and services based on customer needs.
Education
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- French Language CourseUniversité de MontréalJan 2023 - Jan 2024 (1 year 1 month)
- Bachelor in ArtsPolytechnic University of the PhilippinesJan 2003 - Jan 2009 (6 years 1 month)
- RResults CX