The Office Gurus - Customer Service Agent
January 2016 – January 2018
Customer Service for a home warranty company. Opened new work orders, provided information to customers such as billing, policy coverage, technician dispatch, appointments and claim outcome. Trained under first resolution response. Acted as Floor Support for new agents.
Convergys - Customer Service Representative
September 2014 – December 2015
Customer Service and Technical Support for a cable company within the USA. Helped customers understand billing, offered upgrades, equipment troubleshooting and technicians visit information. Also, assisted as Quality Agent for a short-term quality project. Listened to calls ensuring call quality. Met deadlines to deliver feedback to agents and report any misconduct to Managers.
Simerco/BPC – Senior QA
June 2012 – March 2013 started as Telemarketing Agent. Taking Inbound/outbound calls offering baby supply, answered any concerns and completed surveys.
March 2013 – August 2014 was promoted to Senior QA. Assured quality on live calls. Made sure procedures were follow by giving feedback and motivation to agents. Also, listened to calls for a remote call account where agents used an automated machine to complete surveys for new leads.
Sykes - Customer Service Representative
February 2011 - May 2012
Assisted customers with policy transactions and death claims updates.
Teleperformance - Customer Service
August 2009 - October 2010
Answered and assisted card holders with any of their credit cards concerns.