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makati, philippines
It's currently 11:37 AM here
Joined July 14, 2013
0 Recommendations
Eina A.
@Alleina02
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makati, philippines
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Customer Support Team Manager
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$18.00 AUD
Data Entry
Virtual Assistant
•
Experience
Customer Support Team Manager
May 2009 - Apr 2013 (3 years, 11 months)
Handled several teams who provided excellent technical and applications support to clients. Performed quality monitorings through call recording reviews, audits and feedback sessions. Took escalations that required urgent attention. Worked well with resolver groups from other parts of the globe to push resolutions. This despite difference in Time Zones, culture and at times language barriers.
Technical Support Manager
Nov 2005 - May 2009 (3 years, 6 months)
Managed inbound and outbound technical specialists for DELL's Consumer business.
Spearheaded several projects that significantly improved performance of the site.
Helped train Technical specialists to upsell and be in a good position to offer services (extended warranty) and hardware items to improve a client's Dell computing experience.
Team Supervisor
Sep 2003 - Sep 2005 (2 years)
• Coached Technical Support agents to achieve target performance metrics as set by the Client (an Internet Service Provider). Monitored behavior through remote barging and side-by-side listening to calls and delivered timely feedback to direct reports on issues related to Quality of Work, Productivity, Customer Satisfaction Ratings and Schedule Adherence.
• Developed and implemented action plans to further improve agents’ performance.
• Organized and held update trainings to enhance agents’ understanding
Education
BS Food Technology
(4 years)
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