M

Mary Jane Abella Rivera

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Philippines
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Full-time jobs

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  • EXL Service
    Customer service representative
    EXL Service
    Oct 2020 - Current (5 years 9 months)
    As a Quality Analyst, I am responsible for reviewing and mentoring customer service agents to ensure high-quality interactions and adherence to company standards. My role involves analyzing performance metrics and providing constructive feedback to enhance agent effectiveness. Additionally, I have gained valuable insights into customer service processes through my work with annuity accounts, which has deepened my understanding of the insurance sector and its impact on customer satisfaction. This experience allows me to guide agents more effectively, ensuring they are well-equipped to handle inquiries related to complex financial products.