Hire World-Class, High Performing, Vetted Customer Service Representatives.
Cut Labor Costs by 70%

-Check emails and respond to tenants’ inquiries
-Update Airtable every now and then
-Check online application in Inspect Real Estate
-Call Rental and Employment References through Zoiper
-Call Prospect and request for documents needed to proceed with application -Create New Tenancy in Property Tree
-Draft Lodge New Bond for New Tenancy through Bonds online
-Send Welcome Letter
-Upload Application Form and IDs in Property Tree
-Draft lease for New Tenancy document integrated REIWA Property Tree -Upload signed New Tenancy Lease in Property Tree
-Upload signed Lease and update lease start and end date through Property Tree -Draft lease renewal document integrated REIWA Property Tree
-Draft rent increase Form 10 integrated REIWA Property Tree
-Draft Bond Variation online
-Process Invoicing tenants through Property Tree
-Update Rent increase date in Property Tree
-Draft inspection report through Inspection Express
-Generate CMA (Comparative Market Analysis) Report through RP Data Core Logic -Extract and generate Lease Expiry through Property Tree to Airtable
-Extract and generate Rent Review Expiry through Property Tree to Airtable
-Extract and generate Arrears through Property Tree to Airtable
-Gather information in realestate.com.au for Suburb stock, Surrounding Suburb Stock and Median Rent -Email tenant of their intention before lease expires
-Inform and communicates with Property Managers through MS Teams or through Outlook
-Update cloud-base (Fresh Cloud) spreadsheet of Property Managers Lease Renewal Fees
-Advise and remind Property Managers if lease has not been returned by the Tenant
-Attend morning meetings everyday with Property Managers
-Attend weekly Property Manager's Meeting

-Assist customers in porting of numbers

-Assist customers in trouble shoting their phones

-Receive inbound calls from customer and assist them by troubleshooting their internet modem

-Provide an option and walk through with the step by step troubleshooting

-Schedule maintenance and Technician visit to customer's location

-Make sure that KPI's are met and exceed the expectation

-Receive incoming chats worldwide

-Asssit customer with their Anti-virus issue

-Basic troubleshooting by remote access to customers computer

-Uninstalling and reinstalling Norton Anti-Virus

-removing of virus mannually through remote access

-Receive inbound calls from customer and assist them with activating their Netspend card

-Provide exceptional customer service

-Provide accurate information of transactions made and breakdown

-Coaching and feedback to 15 agents
-Upload and serve sanctions during coaching session
-Extract and filter Team Break and Shifting Schedule to G-sheet
-Collate pay disputes for the whole site
-Huddle and update team standing
-Tracks all system issues reported by the agent

-Other Admin Tasks assigned by Operations Supervisor

• Assisted customers via phone calls, emails, and chats.
• Managed the tracking of returns and deliveries for parcels from local stores.
• Took on the role of escalation support and process trainer.

• Served as dispatch support for the Amazon home delivery project in 2020.
• Supported account managers in the onboarding process for new partner stores, including sending contracts, creating profiles in Airtable, and conducting phone call training.
• Contributed to the loss prevention team by identifying and resolving missing parcels in store

• Assisted customers in troubleshooting home phone, internet, and television (FIOS) issues.
• Initiated technician dispatches to the area if problems could not be resolved over the phone.
• Coordinated with the network office for outage diagnosis. Sales

• Guided customers in selecting the right laptop for their needs and processed online orders.
• Addressed customer inquiries regarding order status, returns, and exchanges.
• Creating quotations for sales inquiries and business orders

• Guided customers in selecting the right laptop for their needs and processed online orders.
• Addressed customer inquiries regarding order status, returns, and exchanges.
• Creating quotations for sales inquiries and business orders

• Helped customers understand their bills through phone calls.
• Assisted customers in the activation of their phones.
• Created new additional accounts for customers.

• Proof reads articles that will be published for e-commerce websites.
• Create Contents for specific topics as per client request

• Assisted in sourcing client leads, including venues, concert tour hosts, coordinators, and public relations professionals to expand business opportunities.
• Developed and maintained relationships with key industry contacts to facilitate successful partnerships and event planning.
• Collaborated on upcoming projects and video shoots, helping to organize creative ideas and document key details to ensure seamless execution.
• Provided logistical support to streamline project planning and enhance efficiency.

As a Quality Specialist, I am responsible in:

- ensuring that customer service representatives on the floor adhere to client expectations

- providing weekly/monthly analytics and end-of-day reports for the line of businesses that I handle for the company

- Quality Talks for new-hire batches

- Call calibration with clients

- Call certification for trainees

- call audits and coaching

- reviewing, overturning and escalating calls as stipulated in the company's Call Handling Guidelines

- In charge of presenting month ending analytics to senior operation managers, operation managers, team managers, team leads, and clients

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• Load and process incoming claims in Salesforce
• Communicate claims/issues to the team
• Quality meetings with client
• Communicate with customer the progress and status of their claim
• Communicate with Operations to resolve claims
• Load claims to Freight Forwarders for damage in transit
• Generate credits as required and upon confirmed receipt of goods returned
• Prepare documentation for refunds and forward to Accountant to process
• Weekly Claims Report to Operations Manager
• Co-ordinate contractors and repairs nationwide

• Responsible for assessing customers' claims and disputes.
• Responsible for making decisions and granting customers' claims.
• Receive customer enquiries and escalations regarding our services.
• Responsible for mentoring and sharing of best practices in call handling to members of the team.
• Ensure that the qualities of customer contacts meet our clients’ expectations.

• Responsible for assessing customers' claims and disputes.
• Responsible for making decisions and granting customers' claims.
• Receive customer enquiries and escalations regarding our services.
• Responsible for mentoring and sharing of best practices in call handling to members of the team.
• Ensure that the qualities of customer contacts meet our clients’ expectations

• Consistently earned the "Top Performer of the Month" award for our account.
• Have earned the company's Platinum Award for completing 9 years of service with the company

• Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.
• Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.
• Answers concerns regarding billing and other charges on the bill.
• Gave credits to qualified customers.
• Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.
• Performed SME/Floor support duties and served as Team Lead back up.

• Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver; provide complex aftermarket ordering and service support; receive order requests from customers and validate the accuracy of the information provided; Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed

• Reviews client contract and ensure that the service delivery provided are within the agreement.
• Provide client order quotation and invoicing based on the contract signed by the client.
• Improve overall customer experience for production and service delivery activities
• Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team.
• Point of escalation.
• Create process improvement and action plan to drive continuous improvement. Conflict management. Incident management.
• Work closely with Professional Services, project resource members and cross-functional teams.
• Provide training/mentoring to new hires
• Review and provide performance feedback/appraisal to resource and Manager. Attend management and client call.
• To provide reports to an agreed schedule (or on request), including management and account performance reports.
• Escalate issues to Manager/Director when there are quality issues to help minimize recurrence.
• Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.

• Pulled up all existing tickets, equally distributed these amongst the team on a daily basis
• Handled Tier3 Level tickets and assigned to the appropriate team

• Made outbound calls based on the tasks assigned to my bucket.
• Reviewed short term disability documentation requirements
• Disability claim endorsement to Short Term Disability Examiner for review/approval. Followed up on missing requirements for the disability claim.
• Scheduled follow up as needed.

• Provides assistance over the phone to customers.
• Performed retention call evaluations. Handled retention calls.
• Made collection calls for unpaid invoices. Managed all communication channels like email, SMS, and chat
• Responsible in equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task.
• Call quality evaluations for phone representatives.