Candidate Profile

    Roo5049

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    About

    Experienced support with over 5 years of experience. Excellent reputation for resolving problems and improving customer satisfaction. Dedicated support with satisfactory experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients’ goals. Reliable employee seeking a WFH job. Offering satisfactory communication and good judgment. Highly adaptable associate experienced in performing quality monitoring, ensuring the standard processes are being adhered to.

    Proficient in

    Communication abilitiesCreating Canva GraphicsCreating Reports (dailyweeklymonthly)Data EntryEmail / Chat supportEmail ManagementFacilitating team meetingsGoogle Workspace UtilizationMentoring and coachingMonitoring TransactionsNondiscriminatory practicesPerformance improvementsQuality improvementResolution team engagementSkilled in Microsoft OfficeTaking Inbound / Outbound callsTime Management & Organization
    International

    Yes

    Availability

    Part-time or Full-time

    Experience

    6 years

    Previous Roles

    2

    Work History

    Customer Service Representative
    Quality Analyst

    Key Responsibilities in Most Recent Role

    Job Title: Quality Analyst

    6 years
    • Followed established auditing processes to ensure that agents are following the standards in taking inbound and outbound calls, responding to customers through email or chat, and meeting internal and regulatory requirements.
    • Created spreadsheets using Microsoft Excel (Basic & Advanced skills) and Google Sheets for daily, weekly, and monthly reporting.
    • Provided constructive feedback to agents to determine the things that needed improving and the things that needed consistency, aiming for a positive outcome.
    • Meeting with clients and other stakeholders to collaborate on a specific project or task, to present the work items of the agents and provide observations, to discuss the performance of the team, and to present action plans for improvement.
    • Served as the team Point of Contact when my boss was away, ensuring that the Quality team continued to perform even without our manager.

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