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.