Mark Anda Email & Phone Number

Mandaluyong, Ncr, Ph

Quezon City

Customer Service Representative for a US Online Car Sharing PlatformGeneral Line / Tier 1 ticket – Address general inquiries including standard business processes and policies, promotions and registration inquiryEmergency Line / Tier 2 ticket – Provide level 2 assistance for escalated concerns including roadside assistance, reservation cancellations, in-progress and pre/post trip issues, etc.Billing ticket – Provide assistance to billing related concerns such as bill explanation, adjustments, refunds, post-trip fees and fines, bill dispute, etc.Quality AnalystConduct two audits (1 call, 1 email) per agent (50 agents) per week and provide direct feedback to their respective team leaders for coaching.Provide trend analysis to determine areas for improvementProvide daily and weekly product and process updateIntroduce/maintain Zero Tolerance PolicyConduct weekly Quality Calibration with team leadersAttend weekly calibration with Client QAs

Commonwealth, Quezon City, National Capital Region, Philippines

Customer Service Representative for a US Wireless/Mobile ServiceTech Support – Provide technical problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions to correct Mobile Phone issues like poor reception, dropped calls, text and mobile internet issues, battery issues, etc. Process device replacement.Billing – Respond to customers to resolve billing issues and queriesRetention - Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.Team LeaderProvide one coaching session per week per agent covering statistical and performance feedback.Provide one remote monitoring session and one side-by-side monitoring session per agent per week.Provide daily direction and communication to employees so that customer service chats are answered in a timely, efficient and knowledgeable manner.Write and administer performance reviews for skill improvement.Ensures employees have appropriate training and other resources to perform their jobs.Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.Addresses disciplinary and/or performance problems according to company policy.Submit daily end of day report.

Customer Service Representative II for a US Cable TV ServiceTech Support – Provide technical problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions to correct Cable TV service issues like missing channels, black screen, error messages, picture and audio quality, remote control issues, etc. Schedule technician appointment or in-store visit.Billing – Respond to customers to resolve billing issues and queriesSales – up-sell new line of products including internet, phone, and home security service