Sofiya Lorraine Geronimo Email & Phone Number

Philippines

Considered to be the First Point of Contact for Knowledge and EscalationCreate, maintain and update procedures / general guidelines and processesResponsible for providing new updates across all platforms ensuring that correct and updated information is being released to everyone and published to all platforms.Responsible for creating and updating new canned response and workflowsPerform on the spot Quality Assurance checks on ticketsResponsible for monitoring team and individual SLAsEnsure compliance with all controls and procedures outlined in the procedures manual such as runbook and general company policies like table of penalties.Work closely with the Team Leader and Manager for on-boarding new hires which includes comprehensive product training, introduction to SOP and General Guidelines and ensuring access controlEnsure all scheduled work is completed by agreed deadlines, checklists signed and completed.Ensure full and proper reporting and escalation of operational issuesEscalate and communicate any service delivery and Quality issues as identifiedOngoing review of daily controls and communications of suggested procedural changesAssist and help all team members in their development through continuous coaching and training.

Responding timely and appropriately to all emails, chats and tickets received from customers of the client, including the applicable Service Levels;Providing sufficient information, technical support, and escalating issues as needed;Providing general customer service and support consistent with client’s written standards and procedures;Entering new and managing existing tickets, escalating tickets and/or issues when necessary;Reviewing information daily, remaining current on updates for all client products or services supported;Following tickets and issues from the initial incident through to final resolution;Monitoring Slack, Twitter, Facebook and other social media channels of the client; andResponding timely and appropriately to communications received via client’s social media channels consistent with client’s written standards and procedures.Other tasks which may be assigned to me by ICONS from time to time

I make and edit videos for David Whyte's network of social media.I write advertisement and articles for Meetlink.

Metro Manila

I worked as a freelancer; specifically catering to writing projects and art commissions.

Philippines

With TaskUs, I've so far accumulated experience from three different accounts with several different ways customer service takes part in.1. HEALTHCARE - Inbound and Outbound (voice)Description: Originally trained for outbound, our team specialized in data entry and data collection. We were in charge of acquiring information from our clients (Providers) via phone and entering this data within the system so that our consumers (Patients) were up to date with the services their healthcare provides. We had a daily report to fulfill, and our work usually takes about a week to be completely finished due to how sensitive the process is. We were then trained to take in Inbound calls. We were in charge of taking calls from providers to ask about the healthcare benefits of their patients. 2. PAYROLL - Chat & Email supportDescription; We were in charge of providing customer service via chat and email to account holders of our product. The inquiries received heavily depended on 90% problem solving, and 10% technical support. We were in charge of taking multiple chats daily who have tax-related inquiries and app navigation. During the blizzard disaster in Texas, we were asked to take in inbound calls handling the same thing we usually do via chat and email,3. Delivery services - Chat & Outbound (voice)Description: We specialized in consumer-related concerns, such as incidents happening between deliveries and other discrepancies. We also conducted outbound calls and specialized in problem-solving.

Metro Manilla

In CETT, I worked as a full-time ESL teacher with a schedule of 5 a.m. to 2 p.m.My work consisted of teaching English to Korean students by a 10 minute time slot.

Metro Manila

I worked as an intern in the shared service department. I mostly handled the flow of emails between customer engineers and our company product dealers. Inbound and Outbound.

Metro Manila

I worked as a seasonal agent at spicrm due to curiosity and it has opened my mind about the BPO industry. It was hard work, and I've since given agents more respect than before. My account was for a Mother's Day Ramp for 1-800-FLOWERS.

Metro Manila

Asides from working as a student assistant, my main role is to be the Campus' dental office front desk. I've mostly handled tasks such as filing, keeping track of bookings and schedules, and representing the hospitality of the school's clinical offices.