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Mitch Malasaga | Elance
 
176985602337900
Last Sign-in: Apr 4, 2015

Mitch Malasaga

Customer Service, Email and Chat Expert
   Philippines
  |   Angeles City, Central Luzon

Overview

Minimum Hourly Rate $4

I have 9 years experience of customer service, email and chat support. I have worked in the BPO industry for almost 10 years. I also have sales experience and have worked for a few US fortune 500. I have managed a team, worked as a process developer and a trainer.

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Skills (10)

Tested
Call Center Skills Test
My Score
avg
Passed
Customer Service Test
My Score
avg
Passed
Office Skills Test
My Score
avg

Employment

247 PC Guard
Process Developer for Customer Service Department
2013 - 2014
Develop and enhance process to benefit the company, coach agents on processes. Process billing requests
247 PC Guard
Process Developer
2013 - 2013
Develop and enhance process to benefit the company, coach agents on processes. Process billing requests
Wells Fargo
Inbound Sales Support II/ Assistant Team Leader
2012 - 2013
Act as immediate supervisor in the absence of team leader. One-on-One coaching with agentsí weekly performance. Accept escalated calls. Validate documents processed by agents. Attend conference...
Global Payments Processing Inc.
Process Trainer
2010 - 2012
Train new agents on productís process, policies and procedures. Authorize agents on reversal for credit card transactions. Provide new process updates for production agents. Report systems issues....
The Resource Group
Sales Manager, Email Supervisor, CS Manager
2008 - 2010
One-on-one coaching with agents Monitor agentsí calls. (Side by side and recorded monitoring) Provide weekly and monthly performance evaluation for agents. Attend weekly client calibration. Verify...
Dell International Services
Customer Experience Coach
2005 - 2007
Assist agents in giving resolution to customers. Do survey call to customers about interaction with agents. Monitor agentsí calls. (Remote/live, recorded calls) Provide feedback to agents about...

Education

Informatics Computer Institute
Comprehensive Communications
2002 - 2004
Agusan Institute of Technology
Bachelor of Science in Computer Science
1996 - 2000
Overview  |  Job History  |  Resume/C.V.

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  • 12 months
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Identity
Username
mitch_malasaga
Type
Individual
Member Since
March 2014
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Mitch Malasaga | Elance

Mitch Malasaga