Iris Lapaz Email & Phone Number

Toronto, Ontario, Canada

Etobicoke, Ontario, Canada

Malaysia

* Provides direct suggestions and recommendations to the CEO and Product Team to improve product features and services.* Provides technical support and demo training to customers who use the company’s product, and replying to inbound queries via chat, email and phone.* Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.* Works closely with customers to understand their business objectives and coordinate with internal departments (Sales, Product, Marketing, Development) to ensure that we are providing amazing service experiences along with a great product for our customers. * Maintains excellent service standards, going above and beyond to ensure customer satisfaction and retention.

Hong Kong Sar

* Provides excellent customer service for Live chat, phone calls and email inquiries.* Answers customer’s inquiries which can make customers feel pleasant or make them more willing to place the order.* Trains new agents on product knowledge and company’s rules and policies.* Conducts live chats and monitor agent’s performance for 2 months. * Provides direct coaching to agents and ensure performance stability.* Provides feedback to client on the team’s performance and suggests areas of improvement.* Creates comprehensive report on team’s performance on monthly basis.

Cebu, Central Visayas, Philippines

* Team Human and Professional DevelopmentDevelop a one to one relationship with agents.Evaluate strengths and areas of opportunities of each one.Define a development plan for each team member.Follow the plan through one to one meetings* Team AttendanceMonitors and updates agent’s attendance.Keeps track of agents’ punctuality or tardiness by pulling out data from the Biometrics and/or any other attendance tracking system.* Conducts Pre or Post-shift Meetings (Team Huddle)Prepares consolidated KPI results from the previous day and identify Highlights and Lowlights.Gathers all updates, discusses to the team and ensures thorough understanding.Discuss previous day KPI performance of the team and each agent.Communicates action plans and goals to achieve results.* Team Performance ManagementConsolidates KPI results on a daily basis and identifies areas of success and opportunity.Conducts or facilitates root cause analysis per agent, which has turnaround time of 24 – 48 hours from the time of occurrence.Provides feedback and coaching per agent after getting the root cause results.Formulates SMART action plans to address each area of opportunity.Takes ownership of escalations and supervisor requests from the customers.Communicates products, company policies, processes and procedures and ensures discussions are documented using a sign-off sheet acknowledgment receipt.* Participate in Operations Meeting and Root Cause Analysis PresentationGathers all KPI results data, Root Cause Analysis results and consolidates in the presentation template.Discuss team performance based on KPIs, provides Highlights and Lowlights, Top and Bottom Performers, SMART Action Plans and Progress Results.* Disciplinary ProceduresIs expected to be the role model by adhering to company policies and COCD.Conducts one-on-one feedback and coaching for any violation.Safe keep employee records and ensures attachments are present for any disciplinary actions or sanctions.

Philippines

* Analyzes and evaluates chats to ensure quality, customer service and adherence to the policies and procedures of the accounts* Provides feedback to assist in the creation of performance improvement goals and the development of training programs* Conducts QA Huddle and meeting with different teams to make sure that they are updated with the quality guidelines and processes* Attends Internal and External chat calibration with the clients* Assists team members through floor assist when there is a business need* Creates analysis reports that are essential to the improvement of each team

Philippines

* Resolves problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems* Answers inquiries by clarifying desired information, researching, location and providing information* Provides complete and correct information to customers in order to maintain the level of trust and increase the possibility of a sale* Sells additional services by recognizing opportunities to up-sell accounts and explaining new features* Handles customer inquiries for online orders* Provides detailed guideline for referral to the correct department* Ensures that all issues are attended to immediately and aims for good customer satisfaction

Philippines

* Teaches English language to Japanese, Koreans, Taiwanese and Thai students* Provides feedback to students for each lessons* Helps students learn English grammar, pronunciation and conversational skills* Creates tutoring notes to other teachers for future references

Bachelor Of Science In Business Administration Major In Human Resource Development Management, Business Administration, Management And Operations, Graduated With Distinction Or Honors

Bachelor Of Science - Bs, Computer Hardware Engineering