Industry:Call Center / IT-Enabled Services / BPOEmployment Period:March 2008 to January 2018 (118 Months)Duties and Responsibilities:• Providing assistance to the technical support and customer service representatives.
• Adding TV boxes, Internet modem and phone on the account of the customers. • Adding proper codes to activate all the said equipment.
• Assisting few customers on their concern and transferring them to proper departments, if needed.
• Making sure that all the information of the customers is secured.
• Handling limited billing concerns.
• Providing answer to general inquiries. US Telecommunications Account/Activation and Processing Orders
• Processing order for TV boxes to the customer.
• Adding the mentioned equipment on the account of the customers.
• Troubleshooting and sending activation signals on the TV boxes.
• Checking status of orders.
• Making sure that all the information of the customers is secured.
• Handling limited billing concerns.
• Providing answers to general inquiries. British Telecommunications Account/ Billing Department
• Received incoming calls.
• Handling payment and other billing concerns.
• Activation of the account of the customers after settling payments.
• Making sure that all the information of the customers is secured.
• Answering general inquiries.
• Transferring customers to the appropriate department, if needed.
• Updating customers' details in the system.
• Answering letters and email.
• Adding TV boxes, Internet modem and phone on the account of the customers. • Adding proper codes to activate all the said equipment.
• Assisting few customers on their concern and transferring them to proper departments, if needed.
• Making sure that all the information of the customers is secured.
• Handling limited billing concerns.
• Providing answer to general inquiries. US Telecommunications Account/Activation and Processing Orders
• Processing order for TV boxes to the customer.
• Adding the mentioned equipment on the account of the customers.
• Troubleshooting and sending activation signals on the TV boxes.
• Checking status of orders.
• Making sure that all the information of the customers is secured.
• Handling limited billing concerns.
• Providing answers to general inquiries. British Telecommunications Account/ Billing Department
• Received incoming calls.
• Handling payment and other billing concerns.
• Activation of the account of the customers after settling payments.
• Making sure that all the information of the customers is secured.
• Answering general inquiries.
• Transferring customers to the appropriate department, if needed.
• Updating customers' details in the system.
• Answering letters and email.
- Gie has been working for almost 22 years now in the Business Process Outsourcing handling telecommunications account where she catered to customer inquiries, billing concerns, and troubleshooting issues. And ventured into the freelancing industry where she worked with UK and US clients for Advertising and Consulting businesses.
- She is experienced with the following tasks:
- Phone Support - Inbound and Outbound calls
- Email and Chat Support
- Appointment Setting
- Customer Service
- Technical Support
- Social Media Evaluating
- Lead Generation
- Email Outreach
- Administrative tasks
- As to her background in appointment setting, she was tasked with the following:
- Set up an appointment for the technician's visit to the customer's residence. She used ACSR/Cable Data/Comtract systems tools for booking an appointment.
- Answered inbound calls, made outbound calls, and connected the callers to the right department.
- Sending Emails and SMS business proposals to potential clients using a CRM tool, through social media and website.
- As a part-time recruiter, she is checking on the availability of the candidates and then liaises the details to the interviewer in the HR team. She provides the meeting invite link through email to the candidates. She used google calendar, zoom and google meet .
- She is proficient in using tools such as MS Office, MS Outlook, Canva, Slack, Zoho and, CRMs.
- She attended several online trainings for upskilling in the Accounting/bookkeeping and Virtual Assistance field.
- For the working equipment, she has a desktop, laptop, and extra monitor.
- She can start ASAP, amendable working any shifts, and open to any full-time or part-time roles.
Predictive Index Profile - OperatorStrongest Behaviors
- Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
- Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
Behavioral SummaryHelpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Reygie has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.
Will focus on the details of the work and will handle them with somewhat better than average accuracy. In work involving repeated contact with people, Reygie will be pleasant, agreeable, and supportive. Derives satisfaction from helping others and likes to feel part of a secure team.