Napoleon Liboon

I have been working for a well-known e-commerce company for 3 years, 2 years as a Customer Service Representative and 1 year as a Transaction Quality Analyst. As a Customer Service Representative, I have handled 3 main channels of communication for customers namely Email, Chat, and Phone. Being in the said position doesn't limit my capabilities to providing information to customers, but also includes troubleshooting issues with their account.

As a Transaction Quality Analyst, taking contacts from all channels are still part of my responsibilities. My core tasks are to evaluate the associates' handled contacts on all channels to ensure quality and accuracy on how the contact was handled, if the process was followed and if the provided information is sufficient. Provide coaching or mentoring to the associates if the evaluated contact is below the expected KPI. To record, analyze, and report the evaluated contacts to the client.