Our team is responsible for reviewing negative surveys from teachers via chat or email. We are tasked to analyze what caused these negative surveys and provide recommendations on how to improve the scripts or transactions. We are also in charge of coordinating with the leads from other departments and with the quality analyst team. We are in charge of sending weekly, monthly, quarterly, and annual reports regarding the trend in the negative surveys, the common reasons, and suggested actions on how to minimize or eliminate these negative surveys. We are also in charge of identifying the common detractors in NPS through verbatim analysis and coming up with suggested actions or recommendations.

As a lesson support associate, I answer inquiries of home-based teachers (HBTs) via call using Vicidial, and email or chat using LADesk and assist the teachers in resolving concerns related to their lesson, attendance, tools, and teaching materials. I am already responsible for coordinating with other teams (Training, teacher support, technical help desk, and fees) regarding the resolution of concerns from HBTs. I am also considered as the POC for the Bacolod Team to help coordinate with other members in Pasig City by making sure that break schedules are adhered to by other lesson support associates to manage inbound calls and avoiding abandoned or dropped calls. As the POC, I am tasked to endorse concerns that were not addressed by the end of my colleagues' shifts to make sure that the teachers' concerns will be attended to.

As a Customer Service Specialist, I am responsible for assisting customers to change, cancel or book a flight, hotel, and car rental reservation using Voyager Lodging and Voyager flights. My roles involve receiving calls from Tier 1 agents who needs assistance with the processes or if a customer is asking for a supervisor, calling our vendors such as the airline companies for waiver during an airline schedule change, hotel staff for waiver due to to voluntary cancellation or changes for a nonrefundable booking if they will allow it and cancellation for US-based car rental companies. I have experienced using Global Distribution System or GDS which includes Sabre for one year and one month and Amadeus for eight months.

As a Technical Support Specialist, I am responsible for assisting customers troubleshoot internet connection using Advanced Agent Desktop (AAD), schedule technician for roll-out and setting up email on Microsoft Outlook. I was the over-all team person of contact whenever our team lead is not around and I coordinate with other POCs within our team for the end of day metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Dispatch and Transfer Rate to be sent to our team lead for team dashboard updates. I am also responsible for mentoring and assisting my teammates to improve their scores when it comes to FCR, CSAT, and Transfer Rate through call listening.

As a Customer Service Representative, I am responsible for helping customers activate mobile phones purchased from a US-based mobile service provider, adding airtime balance and troubleshooting mobile phone issues, setting up the data connection and sending replacement for defective phones.

As a Customer Service Representative, I worked with a catalog-order entry account based from Canada. I am responsible for processing the customer's order via phone using an item code which is sent to the warehouse and scheduling pick up and delivery options for items that the customer has ordered.