Emily Detera Email & Phone Number

Professional Experience: - Works in a prominent compliance provider, specializing in LMS and project management. Leadership Role: - Led a customer support team, ensuring exceptional service delivery. - Coached team members for optimum performance.Performance Management: - Maintained and enhanced key performance indicators. - Proactively addressed customer issues and led service improvement projects.Collaborative Engagement: - Actively participated in management discussions and recruitment processes. - Promoted adherence to procedures and collaborated to reduce service request volumes and timeframes.Customer-Centric Approach: - Prioritized providing a positive customer experience. - Conducted call assessments and facilitated knowledge sharing among team members.Continuous Improvement: - Took on additional projects aimed at enhancing team performance.

Primary Responsibilities: - Handle customer inquiries on complex issues related to the LMS platform. - Log and categorize requests efficiently. - Provide support to junior staff during escalations. - Utilize analytical skills to find effective solutions. - Filter and escalate inquiries as needed for resolution. - Monitor progress and maintain customer communication throughout. - Train and assist new team members. - Keep the team updated on product developments. - Serve as a subject matter expert within the department.Additional Responsibilities: - Facilitate onboarding and migration of new and existing clients to ensure a seamless transition and exceptional customer experience. - Act as the primary point of contact for specific product lines within the department.

Responsible for answering customer queries related to technical issues with LMS. It also includes logging and categorizing requests, escalating complex matters to senior support, finding solutions using analytical judgment, filtering and escalating non-technical inquiries, tracking progress, and proactively updating customers. All tasks need to be performed following company policies and procedures.

Philippines

• Responsible for doing L1 incident management, problem management, and small enhancements. • Able to communicate well (both verbal and written) with end clients • Assess and estimate work efforts for service requests • Responsible for direct supervision of 15-18 agents • Responsible for the attainment of client set goals, efficiency targets and overall team performance • Performs consistent and effective coaching sessions to address performance gapsAwarded as Top Supervisor for the 1st quarter of 2017 at Teleperformance, Mandaluyong City. A consistent team player in Teleperformance from 2013 - 2017.

Philippines

- provides Tier 2 support for an all-in-one, wide format, inkjet printers, scanners and serves as point of contact for Advanced Product Support Team - provides Tier 2/3 support for POS printers and serves as point of contact for Advanced Product Support TeamRecognized for outstanding performance and lasting contribution as Top Agent for 2013 at Teleperformance.

Philippines

Bachelor Of Science - Bs, Information Technology Major In Data Analytics

Business Administration And Management, General

Bachelor'S Degree, Computer Science