Air New Zealand

Voice account, Selling room rates, making and modifying reservations, answers inquiry questions about availability, hotel information, amenities and room description. Overcoming objections of guest due to high rate and hotel availability

Pioneered the messaging account, managed a group of 20-25 specialists, provides real time support with my team, weekly one on one coaching with my agents, Weekly calibration with the clients, Conducts WBR within our cluster, Helped in the hiring process, manage performance appraisal for team members, supervises daily tasks of the business, technical and production teams, evaluates and organizes information to solve problems and challenges, administrative tasks assigned to me for weekly audit report from the clients.

•Responsible for managing a team of 15 associates•Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs•Motivating associates through effective management, career development and implementation of reporting mechanisms•Liaison with other areas of the company affecting technical support.•One on One Relationship management•Analysis of reports including process dashboards and team performance reports.•Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.•Mentor and assist new hires and other agents from other sites during pandemic.•Handle customer complaints and provide resolution for escalated calls•Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems•Ensure that all company information which includes customer information are kept confidential and secured

Manage a team of 20 agentsTaking inbound calls to help customer in booking of flights, changes and other flight related concerns.Doing remote or side by side call listening to each agent’s calls.Giving real time one on one coaching and feedback.Monitors agent’s CSAT/DSAT performance.Team huddles to give updates for new policies and procedures.Sends CSAT report on a daily basis.Implemented internal test calls to boost agent’s awareness about Customer Commitment and Codeshare disclosures.Helps the account get the first spot on Customer Commitment and Codeshare disclosures amongst all sites in the Philippines.Handles New Hire up to their certification to be endorsed to production.Weekly call calibration.Call listening with the clients

Prepare course materials and design lessons that cover all aspects of English language, whether written or verbal. Instruct students who do not speak English as a first language. Conducts lessons and create pleasant learning environment.

Voice account. Answer questions, handle problems and update accounts by making inbound calls. Uncover clients’ financial goals, recommend products that match customers’ need and provide customer service when questions or issues arise.

Doing inbound and outbound calls to offer products and its benefits to the clients. Setting up appointment for a meeting to present the product and demonstrate on how to use it.

Responsibilities include agent-wise quality monitoring of transaction (call recordings), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits, and defining and updating quality frameworks to match the workflowsProvide feedback and coaching to agents to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plansIn Charge for checking the agents compliance on Customer Commitment and Codeshare Disclosure

Handles Inbound callsSupports  Australian Travel AccountHandles all aspects of direct group reservations, including allocating cabin inventory, air gateways, pre and post travel inquiries and applying paymentsAnswers general and specific questions regarding flight, product offerings, and policiesProvides excellent customer service

Account: T-Mobile USResponsible for handling inbound queries (includes Billing statements) and provide resolutions to issues of wireless mobile phone subscribers postpaid accounts.Responsible for handling service support calls, as well as promote and cross sell value added services to various customers

Accounts: 1-800-Flowers and Dish NetworkHandles inbound calls for order taking on a seasonal account with Upselling processAfter the seasonal account, I was transferred to a Sattelite TV accountIdentifying the concern and then transfer to the calls to the appropriate department (Billing, sales...)