• Carried out day-day-day duties accurately and efficiently.• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.• Worked flexible hours; night, weekend, and holiday shifts.• Proven success working under pressure and in a fast-paced environment.• Responsible in uploading audit results through QADAS, ELEVEO and other auditing platform.• Served as a POC for ACS validation; consolidating and sending out ACS scrubbing reports every week.• Responsible for attending weekly internal and external calibration sessions with clients and the Operations Team.• Note transcription for each calibration, meetings, huddles, and distribution of minutes to responsible parties.• Responsible for urgent escalation validation from clients and Operation Team requests.• Created a Red Flag, DQ, and ZTP tracker for the Operations and Quality Teams.• Assigned as a point of contact for the Manila site - new hire call certification.• For reference, I provided insights and call certification results to the Learning Team.• Performs QA Roadshows for new hires prior to certification.• Attended an ELEVEO (client Quality platform) demo and demonstrated how to use the new platform.• Assisting the Quality Supervisor in consolidating the CM tracker for the year 2021.• Assigned as a point of contact in a newly launched account and worked with the Quality Team to identify areas for improvement.• Call auditing and live call listening with new hires.• Responsible in identifying the opportunities for the assigned team every week and providing feedback directly to Operations.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.• Directed incoming calls to internal personnel and departments, routing to best-qualified department.• Promoted available products and services to customers during service, account management and order calls.

• Responsible for reviewing the "price match" request sent by customers and prospective buyers via John Lewis website.• Approving and declining requests; ensuring that each request is aligned with the client's pricing policy.• Handling large volume of email inquiry about certain products on the website.• Providing information and directing other customers to the right department to contact with.

• Responsible in handling multiple chat concurrency - inquiry about Verizon's post-paid services.• Assisted existing account holders regarding questions about their account, bills, data consumption.• Responsible in providing information about the old and new Verizon post-paid promotions.• Handled customer Retention and account specific promotions which includes Loyalty Program for Verizon• Wireless customers, members of the military, and customer's who'd like to avail senior citizen discounts.• Assisted customers in navigating Verizon website and sometimes, doing basic troubleshooting for Android and Apple devices.• Provided assistance in terms of tracking consumer devices and sim cards that was ordered in Verizon.• Aside from discussing the available plans for existing and new customers who'd like to avail the services, I have also assisted the customers in customizing a plan that would fit their needs (Individual and Family account).

• Provided administrative support to the Sales Admin and Marketing department.• Responsible in managing RTVs (return-to-vendor orders) and BO (bad order) reports coming from various retail chains nationwide (SaveMore, SSM, supermarkets, PUREGOLD, Robinsons Supermarket, Waltermart, GotescoMalls).• Responsible in consolidating and summarizing transmittals coming from Logistics department.• Ensures that the delivery dates for all Regent products are followed and closely monitored.• Analyzes Sales Reports for each retail chains/supermarket branches and identifies the SKUs that are declining in sales.• Do other assigned tasks handed by the Sales and Marketing department.

• Assisted Apple customers with their billing and payment concerns.• Provided walk through to customers on how to set-up their Apple ID and iTunes account.• Provided basic troubleshooting for iPhone, Macbook, iMac and iPad.• Assisted customers in retrieving lost playlist and other media files.• Provided assistance in investigating fraudulent account purchases in the App Store.• Reviewing customers refund requests claim and provided assistance in refunding in-app purchases, subscriptions.• Provided assistance in terms of cancelling account subscriptions and incorrect orders.• Provided walk through on how to manage the account and subscription of existing customers.• Assisted customers in creating Apple ID, as well as unlinking existing Apple ID with old device (stolen, lost, device that they will sell).

• Responsible for providing L1/L2 support across all Pearson Education websites (chat and phone). • Served as an online registrar for a number of colleges and universities in the United States that use Pearson's platforms.• Assisted professors at universities and colleges in developing an online course, online classroom, and occasionally checks the online PDF books provided by Pearson so they can be used as a reference.• Responsible for providing remote access assistance to students and professors who need help navigating the online classroom.• End users were helped to recover expired PDF books, subscriptions, or lost references from their accounts.• Helped students who wanted to exchange their book codes for the correct ones for their online class.• Referred complex issues to the appropriate department (purchased books from third-party online sites or shops that did not correspond to the online course).• Helped customers with exchange requests for correct book codes after they purchased the wrong edition on the Pearson website.• Responsible for reviewing refund requests for incorrect/accidental purchases that adhere to Pearson Education's terms and conditions.