Joan C. Email & Phone Number

Philippines

-Ensure that the team meets the required client and program metrics as well as all internal company goals-Work assignment and attendance monitoring-Manage team members on their performance on a regular basis and write and deliver bi-annual performance appraisal-Cascading and educating the call center associates on new policies and processes of the organization-Consistently monitor the team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution-Managing, verifying and approving employee-leave applications (including approval of whether a leave absence is valid and authorized)-Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input

- Real-time monitoring of chats- Answer queries as soon as possible- Scrubbing of backlog cases- Sharing best practices- Provide approval for escalated cases- Assist in driving metrics of the team- EOD, EOW and TRTDD reports

Ortigas

-Support multiple concurrencies (email, phone and chat)- Provide post-sales customer service and/or troubleshooting support to client's B2B customers- Support advertising customers and perform data analysis to improve advertising experience and ensure higher ROI

Mac Tier 2 Product Specialist-Assist customers from Asia & Pacific (Mostly Singapore, Australia and New Zealand) for any software related issues with their Apple devices. -Handle escalated calls -Analyse customer issues through root-cause analysis and problem management as it relates to customers profitability and recurring issues -Assist customers how to reinstall the operating system on their Mac-Provides exception to customers if they are not willing to pay for service due to circumstances as long as it is in line with Apple’s policy -Assist customers how to restore their Time Machine backup to their MacHelp customers book appointment at Apple store -Coordinate with Geniuses at Apple store regarding repair concerns -Offer call back for customers with their preferred time for troubleshooting their Apple device/s-Provide excellent customer service to all our customers and being professional at all times

Philippines

-Assist customers based in the United States in troubleshooting HP Printers with its wireless connection with Mac computers or other apple devices and assess the problem before it would be escalated to our supervisor. -Configure wireless connection of Printers, Mac computers and Routers. -Provide customer service (e.g. billing and product inquiries, system analysis, call handling and call control skills) -Be able to sell HP’s products such as HP instant ink, ink cartridges, care pack/warranty extension, upgrade printers/brand new printers and more. -Multitasking (capturing customers information and concern at the same time while pulling up the troubleshooting steps/document that we need to use to resolve the issue and make sure that all procedures are documented in each case.