Role as a Supervisor/Coach/Team Leader/Team Manager
Providing real-time partnership, assistance and coverage as experts take in customer calls
Taking commendation and/or highly escalated calls
Performing daily/weekly/monthy Coaching, Training and Development of newly-hired and tenured experts
Processing and reviewing weekly/monthly/quarterly performance
Cascading daily rigor and action plan execution
Role as a Customer Service Representative
As an expert, I interact with the customers to:
Help them to create, navigate and manage their account and online access.
Provide information about the organization’s policy and services.
Guide them on how to manage their lines, services and accounts.
Answer their questions regarding their lines, services, bills, charges and their overall account.
Help them to select which features, services, discounts and promotions are best for them.
Provide troubleshooting steps for their lines, services, account access and devices.
Assist them with their claims and/or warranty exchanges.
Answer their questions regarding orders, shipping, returns, replacements, claims, refunds, disputes and reimbursement processes.
Give them advice on how to manage and understand bills and services.
Help them to fix issues with their lines, devices, services, bills, charges and their overall account.
Provide resolution to their customer dissatisfaction and complaints.
Other Roles and Achievements
Aside from being an Account Expert, I also help my superiors to manage the team from time to time by facilitating, assisting and mentoring my colleagues and teammates since December 2020 up to this current date.
I’ve also become a full-time mentor of 2 newly hired experts from which I assisted and monitored them from their TLC Day 1 until they’ve successfully reached production.
Trainings
PAIR & Peak Performance Qoaching
BootCamp Training
Verified
