Lovely P. Email and Phone Number

I've been in the customer service field for 10yrs already handling calls, chats and email.* Industries or Accounts I have handled:--- Australia Based Insurance--- UK Telco--- Bike/Scooter sharing app--- E-Commerce customer support--- Shopee and Lazada Shop assistant * Tools or Platform I have used:--- ZenDesk / FreshDesk--- Microsoft Apps (Excel, Word, Outlook, Powerpoint)--- Google Apps (Docs, Sheets, Form, Drive, Slide--- NICE for Call Evaluation--- Shopee and Lazada Seller Center--- Zalora (order management tool)* Job Roles / Responsibilities• Calls and Email--- Assisted Australian callers for their Insurance needs like documents, payments, policy status, amendments, general inquiries etc.--- Assisted UK callers for their TMobile prepaid accounts for Phone and Internet Basic Troubleshooting, Voucher top-up, general inquiries, etc.--- Assisted customers via calls and email from any part of the world who's using the Bike/Scooter sharing app for locking/unlocking vehicle, payments, refunds, dispatching and pick-ups, etc.--- Zalora Live Chat for inquiries and requests such as order/delivery follow-up, return/refunds/exchange, product inquiry, reporting order issues like damages, lost, defective, missing items, etc.• Lead Associate Quality for the Australia Based Insurance Account ---- Agent Call Monitoring / Evaluation---- Realtime Coaching / Feedback for the agents' call handling improvement---- Escalating any Red Flag calls to leaders and clients---- Reporting Quality Updates using Excel and Outlook---- Call Listening and Calibration with Clients, Leaders and Agents for continuos improvement of the Quality Form and Processes.• Subject Matter Expert for the Bike/Scooter sharing app---- Assisting agents with process questions----Taking supervisor / escalation calls---- Providing realtime coaching and feedback to agents---- Call listening with agents---- DSAT / CSAT scrubbing to analyze the score result---- Weekly Business Report for DSAT/CSAT• Shopee and Lazada Shop Assistant---- Responds to customer chats---- Updating / maintaining trackers for order statuses, checking any order issues like cancellations, out of stock items---- Sending order updates to customers---- Communicating with the other departments for order issues like delayed shipments, out of stock items, return, refunds, exchange, etc.---- Monitoring shop reviews. Sending vouchers to customers for good reviews.---- Sending end of day reports for daily productivity