• Managing escalated customer issues and complaint, achieving 90% resolution rate • Implementing a customer feedback system that increased feedback response rate • Collaborating cross-functionally with sales, marketing, and product teams to relay customer insights and drive product/service ehancement
Resolutions 2 support
TDCX
May 2022 - Jun 2023(1 year 2 months)
• Maintained my KPI score resulting to client renewing their contract • Sustained QA score resulting to client trusting the outsourcing company • Provided overtime for the days we don't have enough head count
Tier 2 Customer Representative
TaskUs
Jun 2020 - Dec 2021(1 year 7 months)
• Analyzed issue to resolve billing issue resulting to accurate bill reading and resolution • Handle customer complaints resulting to better KPI such as CSAT and QA
2
Customer representative
24-7 Intouch-
Apr 2019 - Jan 2020(10 months)
• Taking inbound calls resulting to accurate forecast of volume calls • Assessing the defective product resulting to being a reliable customer representative • Helping customers' for return and refund resulting to good retention of our customers
V
Technical Support Representative
VXI-
Aug 2017 - Jan 2019(1 year 6 months)
• Manage large amount of calls resulting to accurate forecast of volume calls • Assisting customers' with technical issues resulting to better KPI such as CSAT and QA