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Catherine Mac | Elance
 
176985602337900
Last Sign-in: May 22, 2014

Catherine Mac

Expert Customer Service Agent (phone, email, chat)
   Philippines

Overview

Minimum Hourly Rate $9

Over the last 9 years, I have worked in the call center industry for major technical accounts/companies like MSN, AT&T and Hewlett Packard. I was one of the top agents when I was with MSN & AT&T. I became a supervisor/level 2 technical support agent for HP and I have trained and managed newly hired level 1 agents & newly promoted level 2 agents. I stayed with the company for more than 4 years and handled several teams. I also have experience as an Account Manager for a Russian Software Development company. I was the Operations Manager of a...

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Skills (10)

Tested

Employment

Engage To Sell
Web Chat Support Specialist
2013 - 2014
- Assisting customers by answering queries regarding vehicles they’re interested in purchasing, leasing and/or trading in - Helping customers in purchasing the parts they need for their vehicles -...
NoMoreRack
CSAT/Escalations Phone Agent
2013 - 2013
- Call unsatisfied customers back and help them with their unresolved issues - Convince the customers to change the rating to positive after resolving their issues - Respond to customers’ requests...
NoMoreRack
Customer Service Representative
2013 - 2013
- Receive incoming calls from customers located in the US - Respond to customers’ requests and product inquiries through phone & email - Process refund requests - Provide order status and escalate...
Outbounders.com (WAH University)
Technical Support/Customer Service Agent
2012 - 2013
- Receive incoming calls from members/non-members all over the world - Troubleshoot basic technical issues that the customers are experiencing - Educate or assist the customers with the program...
SSL Co.
Account / Customer Manager
2012 - 2012
- Manage customers’ orders and invoices thru PayPal - Withdraw the customer’s payment then send it to the company - Send updates to the Hiring Manager regarding progress of transactions
Orchid Cybertech Services Inc. (TPG Telecom Ltd.)
Helpdesk
2012 - 2012
- Assist customers in troubleshooting Internet connection, browser issue and emails or other IT related technology - Computer Networking, Dial-up and ADSL internet connection support - Operate...
AVOS
Telemarketer / Outbound Sales Agent
2012 - 2012
- Call US residents (cold calling) and offer products - Send daily report to Operations Manager
ACPF (The College)
Appointment Setter
2012 - 2012
- Call leads to offer the educational course (Property and Finance) - Set appointment for leads to meet with the concierge to further explain what the course is all about and its benefits - Send...
1st LA Media Inc. (Bankers)
Personal Assistant/Appointment Setter/Recruiter
2012 - 2012
- Call US applicants for an initial interview - Set an appointment for final interview with the manager if the applicant is qualified for the job - Send daily progress report to the CEO
Teletech Corp. (Hewlett Packard)
Level 2 Technical Support Representative / Trainer
2007 - 2011
• Assist agents in resolving customer's technical issues (HP notebooks & accessories) • Take supervisory calls & pacify irate customers • Call customers back to give follow-up on their issues and...
Convergys Philippines (AT&T Bellsouth DSL)
Level 1 Technical Customer Care Representative
2006 - 2007
• Handle technical and customer service • Provide technical assistance for internet services (DSL), IPTV (Internet Protocol Television), VOIP (Voice Over Internet Protocol), wireless internet...
Sykes Asia Inc. (MSN Dial Up)
Level 1 Technical Support Representative
2004 - 2005
• Handle Technical and Customer Services • Provide technical assistance for Dial Up Internet Connection, Email, Web Browsing

Education

Mapua Institute of Technology
Bachelor of Science in Computer Engineering
1998 - 2004
Overview  |  Job History  |  Resume/C.V.

Keywords

Appointment Setting
Customer Service
Email Support
Email Response Handling
Data Entry
Recruitment
HR
Human Resources
Outbound Cold Calling
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Identity
Username
catherinekaye_mac
Type
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Member Since
March 2013
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Catherine Mac | Elance

Catherine Mac