mbmolina2213

Administrative Assistant
$558 / month

About Candidate

Location

Education

C
Computer System Design and Programming 2011 - 2013
AMA Computer Learning Center

College Graduate - Associate Degree

Work & Experience

C
Customer Service Representative August 2016 - October 2017
Teleperformance EDSA

Healthcare Account (US-based) - Duties entail answering inquiries via phone call regarding insurance coverage, prescriptions, eligibility, billing and payments.

T
Team Leader November 2017 - January 2018
Teleperformance EDSA

*Responsibilities encompass listening to calls for quality standards, disseminating real-time updates, coaching outliers, and devising strategies to improve overall performance.

C
Customer Service Representative [Tenso Campaign] July 2018 - August 2021
Inspiro Relia Inc.

E-Commerce [Non-Voice] * Supporting customers via Email and Chat. Forwarding escalations to the relevant department. Approving emails of colleagues before sending to ensure the correct process is followed.

A
Ad-Hoc Team Leader [Tenso Campaign] September 2021 - November 2021
Inspiro Relia Inc.

*Ensure quality in agents’ email communications through weekly evaluations Coaching sessions, conducting knowledge checks, and sharing best practices with subordinates.

T
Team Leader [Bandai Campaign] November 2021 - February 2024
Inspiro Relia Inc.

E-Commerce [Non-Voice / Email Support] *Coaching sessions, discussing new updates, proofreading emails, sending weekly and monthly reports, assisting with email responses during staff shortages, forwarding escalation cases to the appropriate department, and reporting any operational issues to management. Conducting behavioral or final interviews with applicants to assess their suitability for the role.

S
Shared Team Leader [Asus and Bandai[ April 2023 - February 2024
Inspiro Relia Inc.

ASUS Campaign [Providing technical support via Email, Chat, and Call] *Overseeing day-to-day operations, ensuring timely email responses, handling supervisor calls/chats, proofreading emails for complex cases, monitoring and evaluating agents’ performance in three channels for quality assurance, and creating Root Cause Analysis (RCA) for coaching sessions. Reporting issues to relevant departments or timely resolution, sending daily, weekly, and monthly reports, and presenting the end-of-month performance to the client and manager.

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