To be in a Quality Analyst Position, Technical Support Representative or Customer Service Representative position utilizing my Education and Skills with experience in a Pioneer Online/Home Based Working Environment.
- Sending invites to Freelancers within the Upwork Freelancer Pool.
- Handled monitoring of online interview forms to check for qualifications/possible match.
- Handled issuing of contracts to qualified Freelancers to work on the project.
- Handled overseeing of the progress of the project being assigned by checking on a centralized form and sent out emails advising the Freelancers of the progress being made.
Project Manager
Luxor Corp.
7月 2014 - 7月 2015 (1 )
- Ensured productivity of agents in production (16 Agents).
- Handled communications between the agents and the Senior Operations Manager and the company owner.
- Handled escalations such as returns, refunds and exchanges and the eligibility of said claims.
- Handled up-training as well as coaching to agents who had a hard time in production.
- Ensured roll-outs regarding new policies and procedure are implemented upon release.
Quality Analyst for T-Mobile U.S.A
Customer Contact Channels Inc.
3月 2012 - 5月 2014 (2 , 2 )
Quality Analyst for T-Mobile U.S.A
- Monitored (Live, Remote) Agents and scored them based on their Tools Proficiency and Product Knowledge
- Ensured Agents followed Policies and Guidelines set by Clients
- Provided feedback in each and after every monitoring session.
- Answered Escalation Calls when necessary
- Back-up recruitment officer for mass hiring evaluations .
教育
Bachelor of Arts in Mass Communications Graduate
University of the Cordilleras, Philippines 1997 - 2000