Hazel Ocampo Email & Phone Number

- Answer day to day email and phone inquiries regarding the status of account.- Prepare New Installation Tickets, which may include but not limited to: * Retrieve all new installation tickets using Fieldpoint Ticketing Application * Identify tickets to be assigned to Install Engineers based on current criteria * Confirm contact information with Sales Rep and schedule kick off call appointments to assigned engineer or project manager.- Update ticket on the status of shipment - Follow-up with customer to schedule installation/training appointment - Plot Installation Engineer's calendar on the date of installation/training requested.- Work closely with Sales if contact information cannot be reached and update them on the status of the account.- Coordinate with Line Number Porting regarding customers that requested porting - Update and alert the manager if we see that customer may escalate an issue.- monitor and escalate coaching points on the ticket- Assign / distribute Onboarding Tickets evenly- Temp Check of Install tickets- Act POC and take Manager calls in case a manager is not available

* Provides training over the phone to clients on how to use the Web Admin and User Interface and additional features of the product. * Configures, implements and conduct back-end testing for the call menu setup thru web portal. * Properly escalates issues to technical support and to supervisor that are irresolvable.

* Provides post-sales technical services to customers and clients including configuration, installation and product demonstration. * Remote monitoring of internet activities for each client. * Demonstrates a strong customer service orientation and takes responsibility for follow-up to insure customer needs and expectations are satisfied. * Provide immediate feedback/ trouble report to Network Support Head/ Officers on Quality performance. * Provide recommendations and Quality Action Plans on issues that need to be escalated to Telco Engineers for onsite troubleshooting. * Continuous communication with Account Managers, Telco Engineers and reporting of issues and trouble report.

* To manage and resolve data center issues and other concerns. * To market the Hosted Contact Center Service to Schools, Internet Café’s and small to large centers. * Provide on-site and online support via email, chat and phone for Hosted Contact Center Clients. * Escalate issues to DACX Support for major issues. * To improve and work on the handled service to make it more attractive for prospective customers and result to more profit. * Provide Demo/Presentation, Installation and Training of the Hosted Contact Center Software. * Create proposal and prepare all documents needed for prospective clients. * Remote Monitoring of calls and activities of Call Center Client during actual operations. * Coordinate with campaign providers for campaigns to offer to the clients. * Generating of day-to-day minutes usage report for call center clients, scrubbing and uploading of leads. * Answer day to day email and phone inquiries regarding the product. * Properly escalates issues that are irresolvable and not available on the knowledge base * Attends trainings, workshops and focus group discussion * Demonstrates a strong customer service orientation and takes responsibility for follow-up to ensure customer needs and expectations are satisfied.

ACCOUNT: QWEST DSL BROADBAND* Provide real time assistance for Level 1 support agents via consultation calls. * To help the account minimize errors for RMA and Dispatch while decreasing 7 Day Repeats and increasing First Call Resolution. * Maintains technical knowledge of platforms, paperwork and records of account * Conducts technical calibration sessions internally on a weekly basis to share best practices and to ensure that processes are aligned with the clients.* Demonstrates a strong customer service orientation and takes responsibility for follow-up to insure customer needs and expectations are satisfied.* Properly escalates issues that are irresolvable and not available on the knowledge base * Ensures that client service levels are achieved as communicated by the Account Manager. * Provides first line voice technical/customer service. * Attends trainings, workshops, focus group discussion, Client and Internal Call Calibrations.

ACCOUNT: QWEST DSL BROADBAND- Provides first line voice technical/customer service - Ensures quality and accuracy in all phone and ticket transactions when handling Level 1 calls. - Ensures that all communication with customer is within the guidelines set by the account during training

Bachelor Of Science (B.S.), Physics And Mathematics

Activities and Societies: UP Math - Physics Society

Bachelor Of Science (B.S.), Physics Mathematics