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Puree Koneta | Elance
 
176985602337900
Last Sign-in: Jan 14, 2015

Puree Koneta

Call Center Customer Service Specialist
   United States
  |   Los Angeles, CA

Overview

Seasoned contact center professional with over 10 years of experience driving outstanding results in customer experience, program/account management, and team effectiveness. Skilled at managing customer service, technical support, billing, retention, and sales accounts. Background in phone, email, and chat support channels.

Core Competencies:
- Operations and Account Management
- Quality Management
- Process Compliance and Improvement
- Performance Feedback, Analysis, and Improvement
- Cost Reduction and Strategic Planning
- Client...

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Skills (10)

Tested
Call Center
People Management
Customer Service
Coaching
Organizing
Coordination
Management
Call Centers
BPO
Process Improvement

Employment

Transcom
Business Operations Manager
2012 - 2013
Project manager for a key client initiative to drive performance improvement across all LOBs encompassing 4 divisions in 6 operational centers
Transcom
Operations Manager
2008 - 2012
• Managed multiple inbound programs with a maximum of 16 Team Leads and 250 agents • Directed and monitored day-to-day program operations to ensure SLA and KPI metrics are met • Recommended change...
NuComm International/Transcom
Employee Performance Supervisor/Team Leader
2006 - 2008
•Launched a US-based customer service/retention program and a UK-based customer care/billing/technical program with a total of 130 agents •Acted as point of contact for client reports and...
NuComm International
Intranet Content Process Coordinator
2006 - 2006
Updated online content of call center's intranet including creation of troubleshooting guides and walkthroughs
NuComm International
Tele-Service Representative
2004 - 2006
Provided customer and technical support services for a US-based cable TV company, Canadian-based and US-based parking service companies
eTelecare Global Solutions
Customer Service Associate
2002 - 2004
Inbound sales agent for one of the top computer technology companies in the U.S.
Jonas Foods Corporation
Restaurant Operations Manager
2002 - 2002
•Simultaneously managed the operations of two restaurants •Coordinated with management on all issues concerning restaurant operations •Handled and managed customer needs and complaints...
Candy Corner Philippines, Inc.
Business Development Manager
2000 - 2002
•Business development through franchising •Responsible for 8 franchise outlets •Conducted marketing presentations •Evaluated franchise applications •Monitored requirements and documentation...
Philippine Savings Bank
Senior Marketing Assistant
1996 - 2000
Account development and management of residential and corporate real estate loan portfolios.
Overview  |  Job History  |  Resume/C.V.

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Identity
Username
puree_koneta
Type
Individual
Member Since
October 2014
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Puree Koneta | Elance

Puree Koneta