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Maria Myleen T. | Elance
 
176985602337900
Last Sign-in: Oct 3, 2012

Maria Myleen T.

Reliable, Efficient and a Hardworking person.
   Philippines
  |   Silang, Cavite
  |  8:45 am Local Time

Overview

Minimum Hourly Rate $5

I've worked for Internationally-based Call Centers here in the Philippines for more than 8 years. I started as a Customer Service Representative and due to hardwork and efficiency, I got promoted as a Team Manager that handles a team consisting of 15-20 representatives/agents.

Companies I've worked for:

West Contact Services, Inc.
Convergys Philippines
Sutherland Global Services
FirstSource Solutions Ltd.

Account/Programs I've handled:

Earthlink (ISP)
Sprint (Telecommunications)
Netspend (Debit Card)
eBay UK (Online Buy and Sell)...

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Skills (10)

Tested
Customer Service
Email
Phone Support
Event Planning
Helpdesk
Photography
Adobe Photoshop
Adobe Photoshop Lightroom 3
Operations Management
Facebook Marketing

Service Description

My Job Description:

• Provide client and candidate support through phone or e-mail
• Provide brilliant customer service in response to a wide range of inbound customer queries and to achieve first time resolution wherever possible for the customer.
• To quickly resolve problems and issues in a professional manner and engage with customers to identify additional needs.
• To ensure that customers are fully satisfied with the service provided and are offered value for money to build client’s reputation as a first choice provider of service.
• To consistently achieve challenging individual, team and contact center targets.

• Manage a team of 20 or more call center agents
• Regularly check their stats and ensure that all Key Performance Indicators are met
• Monitor their calls. Give feedback and coaching if needed
• Monitor their attendance and work status regularly
• Closely monitor their behavior inside the office
• Motivate, coach and develop staff on a timely basis to maximize individual performance in quality and productivity
• Prepare and deliver daily, weekly and monthly operations reports (MI) for management
• Prepare and deliver individual performance reviews and development plans
• Mentor career development and personal growth
• Streamline processes and improve overall productivity of the team
• Conduct regular huddles to ensure staff is well informed of our business mandate, objectives, progress and products


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Keywords

customer service
call center agent
telephone operator
email support
phone support
event management
team handling
photo editing
photography
representative
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Identity
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myles_online
Type
Individual
Member Since
September 2012
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Maria Myleen T. | Elance

Maria Myleen T.