Lyn D. Email & Phone Number

Taguig, Ncr, Ph

Taguig, Ncr, Ph

- Assists and supports the entire Go To Market Team with data reporting and inquiries- Creates, schedules and adjusts reports and dashboards for both internal and external use- Partners with Customer Success Coordinators in updating Executive Business Review decks on demand- Generates, audits and performs true-ups on Licensing reports for Customer Success Manager’s and clients- Provides enablement sessions on data related features to the GTM Team- Collaborates with SMEs for data reporting and analytics enhancement

Leader in Customer Support by working with our top customers' Administrators and working cross-functionally with our engineers and leadership teams- Assist our Premier Admins via Zendesk ticketing solution- Responsible for owning all escalated support tickets by frequently providing customers with timely updates and working with engineers to resolve all matters- Consistently attain Hearsay's target customer satisfaction and SLA scores- Assist entire Customer Support team in de-escalating customers as well as helping the team in preventing escalations from occurring- Provide Product Specialists and Advanced Product Specialists with real-time, informal feedback to help guide and coach the team on best practices- Assist Support Leadership by providing the entire Customer Support team with formal feedback in Hearsay's quality assurance tool- Assist Support Leadership in helping onboard new hires to quickly and effectively ramp them up- Key partner to Customer Success Managers and Account Executives on account trends, all customer issues, account health, and potential upsell opportunities for standard and premier accounts- Act as a liaison between our customers and Hearsay Systems engineer on product issues based on data from multiple accounts

Provides technical support to solve the majority of the transactional support tickets- Own the customer experience by effectively addressing support-related questions and issues- Assist both Premier and Non-Premier Admins and End-Users via phone and Zendesk ticketing solution- Analyze ticket trends and understand when to escalate- Consistently attain Hearsay's target customer satisfaction and SLA scores- Strong focus on Hearsay's three core values, which are GRSD, kaizen, and customer-focus- Onboard new members of the Team- Perform Quality Audits on phone calls

Philippines

- Guide and manage team performance to achieve KPI scores- A member of CBS Engagement team- Deliver team performance review on weekly, quarterly, annual meetings- Assess individual team member performances- Provide 1on1 coaching sessions- Review processed applications for Quality Assurance monitoring

National Capital Region, Philippines

- Processes payments for Corporate Card expenses- Follow up on Expense Reports submission- Assist in Expense Report reconciliation- Responsible for Inbound and Outbound calls management- Provide high quality of service to customers

Philippines

Acquired eTelecare Global SolutionsClient: Dell- Audit and validate close cases- Oversee the performance of the Outbound Team- Review Customer Satisfaction survey comments and generate a report- Reward and Recognize top representatives in CSAT and on going program campaigns

- Provide technical troubleshooting for software and hardware issues of Dell laptops and desktops- Handle customer escalation- Provide resolution and high quality phone support service to customers- Onboard new members of the team

Philippines

- Offer Flexi Loans and Balance transfer to active AIG cardholders

Philippines

- Offer Philippine local products to customers living in Japan