Industry:Call Center / IT-Enabled Services / BPOEmployment Period:June 2018 to April 2021 (34 Months)Duties and Responsibilities:Customer Service Representative || June 2018 – January 2019
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Providing knowledge, resources and information to support agents.
- Address customers concerns accurately and timely.
- Assist advisors with material request and account updates.
- Provide assistance to Tier 0 partners in transitioning to the new partnership platform.
- Assist partners in creating/modifying their business model according to Microsoft’s standards.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Ed has been working since 2014 and has handled roles such as Customer service Representative, educator, Quality Specialist and Subject expert matter within BPO and educational industries.
- He honed his skills in Inbound call management, Bills processing, Data Analysis, Calendar Management, Calendar management, audio transcription, Troubleshooting, phone support, root cause analysis, process improvements, Quality assurance, and handling escalated calls.
- Handled telco and IT accounts and was able to take 50-75 inbound calls a day.
- Well versed with Software tools such as:
- Microsoft 365
- Power BI
- ring central
- Zendesk basic
- Aloware
- Avaya
- Air call
He can start Immediately