• Responsible for creating customer delight through thoughtful, compassionate, and efficient communication. Specifically, the responsibilities of this role include: • Deliver high quality interactions with users through Live Chat and email. • Work cross-functionally to resolve user issues. • Meet minimum performance standards which measure the success of the support offered.• Familiarity of Zendesk , Zopim Dash, Slack. • Provide general support such as inquiry, billing, terms of service. • Making sure that metrics are being met such as CSAT, AHT, SLA, TPH. • Achieve the top agent of the month For the month of March, April, June, July, August, October and December for the year 2020. January, February 2021, January to June of 2023• Acting as a senior agent helping the freelancer and high-value freelancer group channel.

¥ Provide a high level of internal and external customer service¥ Inputting sales orders/revisions for both traditional and digital sales¥ Become an expert with all internal systems; CRM, SalesForce, Gmail, Hiver and NOP¥ Provides general administrative support such as receiving and processing incoming and outgoing mail, pricing and quotations.¥ Document customer change requests and modify orders¥ Serving as a liaison between other departments (Designers, Account Manager, Clients)

• Assists walk-in subscribers with their wireline or wireless concerns and queries.• Sells all products and services to walk in customers.• Performs product demonstrations.• Accepts screens, evaluates and approves documents received from subscribers.• Practices timely and efficient customer delivery thereby achieving targets for the entire team.• Consolidate and reconciliation of total collections for the day.• Ensures consistency of Stock Inventory. • Reviews Stocks inventory transaction for possible variances. • Maintains orderliness and cleanliness of stockroom.• Ensures that all documentations for line application are completely accomplished. Reviews and recommends approvals for postpaid applications Checks accuracy and authenticity of line application requirements• Coach newly trained PD/ALL PHONES Employees in the conduct of day-to-day operations. • Monitor and audit the execution of newly trained Premium Dealer/All Phones Employee’s on principles and applications derived from classroom training and store immersions as applied in the actual environment. • Conducts on the job coaching to ensure that the Premium Dealer/ALL Phones Employees execute the correct stores operational application and procedures based on the classroom training and immersion. • Evaluate the performance of the Premium Dealer/All Phones Employee during the 2 week of stores operations to determine their readiness level to run its own operations. • Added role and function for Career Development

• Responsible for over-all sales performance, acquisition of new business and relationship management with our bank partner/client. • Work closely with branch sales and service teams to provide innovative product solutions to address clients' protection, long-term savings and investment needs• Identify the specific protection and investment needs of endorsed clients and customizing financial solutions to the customers of the bank • Strengthen the long-term relationships with clients by providing excellent customer service

• Provide leadership, support and guidance to frontline staff to assist in achieving and maintaining the productivity targets.• Coordinate the reporting of agent statistics to relevant Operations Manager in a timely manner. • Track the development of CSR’s via monitoring forms, reports, be a positive role model for them and lead by example. • Providing timely identification and response to CSR performance needs/issues. • Provides support to operations by identifying opportunities for achieving high levels of positive customer experience, leading the process and quality efforts to achieve them. • Monitor calls, provide timely and effective feedback. Facilitate calibration sessions both internal and with the client. • Responsible for launching and completing relevant programs simultaneously when required. • Responsible for assisting in resolving conflict, issues related to payroll and other concerns. • Prepare and conduct pre/post shifts.

• Answering phone calls from clients (AOL MEMBERS) duties included answering customer queries, problem solving and providing detailed information on new products, services and features available.• Ensuring the quality time and call by providing the fastest and friendliest customer service.• In the same company, eTelecare Global Solutions, I was given an opportunity to take the task of a Training Assistant and Real Time Analyst. The first one primary deals with providing assistance to new-hire agents during their initial calls; supporting their inquiries and giving them direct feedback on how to improve their displayed performance.• The second one deals with load balancing and analysis. I am keeping track of the number of agents taking the calls and closely determining the break time, in which the latter should not affect the handle rate of the queue.

• Answering e-mail and live chat session from AOL MEMBERS duties included answering customer queries via e-mail and live chat sessions, problem solving and providing detailed information on new products, services and features available.• Ensuring the quality time and call by providing the fastest and friendliest customer service.