Rey Serafin Email & Phone Number

Taguig, National Capital Region, Philippines

-Respond to customer inquiries via email and phone in a timely and professional manner.-Utilize JIRA and Zendesk to track, manage, and resolve customer issues, ensuring proper documentation and timely follow-up.-Collaborate with other departments to escalate and resolve complex customer issues.-Contribute to the knowledge base in Zendesk to streamline responses and improve service quality.-Generate reports on customer inquiries and ticket resolution metrics to identify… Show more -Respond to customer inquiries via email and phone in a timely and professional manner.-Utilize JIRA and Zendesk to track, manage, and resolve customer issues, ensuring proper documentation and timely follow-up.-Collaborate with other departments to escalate and resolve complex customer issues.-Contribute to the knowledge base in Zendesk to streamline responses and improve service quality.-Generate reports on customer inquiries and ticket resolution metrics to identify trends.-Assist customers with onboarding and training on the Book4Time platform. Show less

National Capital Region, Philippines

Key Responsibilities:Quality Assurance (QA):•Conducted thorough reviews and Quality Assurance (QA) checks on support tickets against established scorecards, ensuring adherence to guidelines and identifying areas for improvement.•Provided constructive feedback and improvement suggestions to agents, promoting knowledge growth and enhanced customer service delivery.Data Analysis and Reporting:•Analyzed Data Satisfaction (DSAT) tickets to glean insights into customer… Show more Key Responsibilities:Quality Assurance (QA):•Conducted thorough reviews and Quality Assurance (QA) checks on support tickets against established scorecards, ensuring adherence to guidelines and identifying areas for improvement.•Provided constructive feedback and improvement suggestions to agents, promoting knowledge growth and enhanced customer service delivery.Data Analysis and Reporting:•Analyzed Data Satisfaction (DSAT) tickets to glean insights into customer pain points and identify opportunities for process or service enhancements.•Presented comprehensive overviews of identified issues and potential improvement opportunities to team leads, facilitating data-driven decision-making.•Identified trends, patterns, and performance gaps across individual agents and the overall customer support team.•Proactively communicated these findings to the QA Lead, QA Director, Clients, Team Managers, Operations Managers, and Business Director to ensure timely action and performance optimization.Collaboration and Improvement Initiatives:•Worked collaboratively with Training and Service Delivery to address and remedy performance gaps identified at the agent level.•Partnered with Team Leads to analyze agent-level trends and implement corrective measures through •Performance Improvement Plans (PIPs).•Supported Team Leads in executing PIPs, ensuring effective coaching and targeted interventions for agent development.Achievements:•Quality Analyst of the Year (2015)•Top Quality Analyst Team in the Sutherland Philippines (2019) Show less

• Provide exceptional email and chat support to customers, ensuring prompt and accurate responses to their inquiries and concerns. • Deliver outstanding customer service experiences by addressing customer needs and resolving issues in a timely and professional manner. • Handle billing inquiries, ensuring accurate and efficient processing of customer transactions while maintaining a high level of customer satisfaction. • Serve as a technical expert, offering expert guidance and… Show more • Provide exceptional email and chat support to customers, ensuring prompt and accurate responses to their inquiries and concerns. • Deliver outstanding customer service experiences by addressing customer needs and resolving issues in a timely and professional manner. • Handle billing inquiries, ensuring accurate and efficient processing of customer transactions while maintaining a high level of customer satisfaction. • Serve as a technical expert, offering expert guidance and troubleshooting assistance for the world's largest music streaming app. • Stay up-to-date with the app's features, updates, and best practices to provide accurate and relevant support to customers. • Collaborate with cross-functional teams to escalate and resolve complex customer issues, ensuring a seamless customer experience. • Continuously identify opportunities for process improvements and contribute insights to enhance overall customer satisfaction. • Act as a subject matter expert, sharing in-depth knowledge and expertise on the music streaming app to assist both customers and team members. Show less

Mandaluyong, National Capital Region, Philippines

• Provide exceptional technical support to customers via phone.• Troubleshoot and resolve customer inquiries regarding Intuit products such as QuickBooks, TurboTax, and Mint• Educate customers on product features, functionalities, and best practices• Meet or exceed sales targets by effectively promoting Intuit products and services to customers• Utilize SalesForce software to accurately document customer interactions and sales activities• Collaborate with cross-functional… Show more • Provide exceptional technical support to customers via phone.• Troubleshoot and resolve customer inquiries regarding Intuit products such as QuickBooks, TurboTax, and Mint• Educate customers on product features, functionalities, and best practices• Meet or exceed sales targets by effectively promoting Intuit products and services to customers• Utilize SalesForce software to accurately document customer interactions and sales activities• Collaborate with cross-functional teams to improve product offerings and customer experience• Provide feedback to management on customer pain points, product improvements, and sales strategies• Continuously strive to enhance customer satisfaction and retention through proactive engagement and problem-solving. Show less

Makati, National Capital Region, Philippines

• Utilize Zendesk ticketing system to manage and prioritize a high volume of customer emails efficiently and effectively.• Respond promptly and professionally to customer inquiries and concerns via email, maintaining a high level of customer satisfaction.• Provide accurate information regarding race schedules, registration, merchandise, policies, and other inquiries related to Tough Mudder events.• Troubleshoot and resolve customer issues, including registration errors, payment… Show more • Utilize Zendesk ticketing system to manage and prioritize a high volume of customer emails efficiently and effectively.• Respond promptly and professionally to customer inquiries and concerns via email, maintaining a high level of customer satisfaction.• Provide accurate information regarding race schedules, registration, merchandise, policies, and other inquiries related to Tough Mudder events.• Troubleshoot and resolve customer issues, including registration errors, payment discrepancies, and technical difficulties, ensuring a positive customer experience.• Collaborate with cross-functional teams, including event operations and marketing, to address customer feedback and improve processes.• Maintain detailed records of customer interactions and transactions in Zendesk, ensuring accurate documentation and follow-up• Identify trends in customer inquiries and escalate recurring issues to the appropriate teams for resolution.• Uphold brand standards and represent and Tough Mudder North America with professionalism and enthusiasm in all interactions. Show less

Professional Science Master'S Degree, Data Science

Bachelor'S Degree, Human Resources Management/Personnel Administration, General