Ann Michelle Biag

Ann Michelle Biag

$6/hr
Email Support, Employee training, QA
Reply rate:
-
Availability:
Full-time (40 hrs/wk)
Age:
45 years old
Location:
Tarlac City, Central Luzon, Philippines
Experience:
10 years
About

My first customer service job was on 2007, I was hired by a reputable BPO company (Sutherland Global Services)as a technical support rep for Intuit-Turbotax. Our role was to answer calls ​to​ ​analyze​ ​and​ ​diagnose​ ​solutions​ ​to​ ​customers​ ​issues​ ​when​ ​installing​ ​the​ ​tax software. In 2008, I was transferred to another project called Avis/Budget ​Group at the same company as a car reservation officer where we help​ ​customers​ ​in​ ​completing​ ​car​ ​rental​ ​contracts​ ​or​ ​price​ ​queries.

In the same year, I ventured to a different company called NCO as a telecom representative for T-mobile (Prepaid). This is to ​provide​ ​customer​ ​service,​ ​troubleshoot​ ​and​ ​resolve​ ​issues​ ​and​ ​minor​ ​technical problems​ ​for​ ​customers over the phone.

In the late of 2009, my first company (SGS) established a site in our town so I was rehired as a CSR for Play.com. It is ​an​ ​online​ ​shopping​ ​marketplace​ ​that​ ​deals​ ​with​ ​answering​ ​products​ ​and​ ​services questions,​ ​suggesting​ ​information​ ​about​ ​other​ ​products​ ​and​ ​services​ ​and​ ​resolve​ ​customer​ ​complaints via​ ​phone.

Lastly, in 2010 began my journey as a pioneer Back office support for Interflora UK ( Flower company) where we do ​administrative​ ​duties​ ​such​ ​as​ ​order​ ​management,​ ​email​ ​correspondence​ ​and outbound​ ​calls​ ​(both customers​ ​and​ ​florist). During these times, I gained experience as a Subject matter expert, that includes escalations and I was promoted as a Quality Coach for 5 years and later on became a Trainer for product specific during peak seasons.

I am highly proficient in Microsoft Office program specifically in Outlook, Powerpoint and Excel. I am also familiar with Internet and it's applications. I have skills in taking and making calls, managing emails and escalations from customers on behalf of my Program.

On the other hand, I train new employees for Product Specific Training which includes creating/updating modules in Powerpoint. For Quality, I do auditing and coaching for work process.

I am more of a quality person than quantity to make sure that all works are done in the right way the first time and to avoid rework.

I look forward to working with you.

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