Frecielyn Aure

Frecielyn Aure

$4/hr
Customer Service Representative, E-mail/Chat Support, Transcriptionist
Reply rate:
-
Availability:
Part-time (20 hrs/wk)
Age:
40 years old
Location:
Cavite, Region IV A, Philippines
Experience:
6 years
About

I have years of Customer Support experience with several BPO companies. I was assigned to work with the US and Australian clients. I had several duties as a customer support specialist such as simple customer service, billing, technical support, retention, and collections.
I worked with an Australian Debt company. I managed a portfolio, which is the previous clients of a mobile company is Australia. We track theses clients and convinced them to have their account in a paying status.
One of the major events from my BPO experience is being promoted to Case Mentor and then to Audit Compliance TSS. It was both lateral transfer and does not have a monetary increase. But these tasks gave me more experience in dealing with the management side of the program.
As a Case Mentor, I deal with the technical tickets, which we call cases, created by the program. These cases are created if the customer issue needs further investigation and further resolution that cannot be resolved on one call. I do follow up calls to give updates and resolution to the customers. We also made sure that these cases are resolved within 72 hours after the case was created.
As an Audit Compliance TSS, I was designated to do live and recorded call monitoring to check if the agents are complying with the call standards set by the program. I was also in charge of scrubbing the calls that received negative feedback to determine the reason why customers gave the agents a neutral or detractor score. Along with this tasks assigned is the generation of behavioral data presented by agents and converting it to a report that is sent to the management on an hourly basis.
These tasks gave me the opportunity to widen my knowledge of MS Excel, data analysis, and e-mail handling. Since all communications are sent not only to the site managers but the whole program management. The call analysis also gave me sufficient knowledge in doing transcription jobs, since I needed to transcribe the calls evaluated.

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