Jeric D.

Customer Service Team Leader.

Customer service representative, Resolution Specialist, Team Support Specialist and a Team Leader Intern handling both voice and chat campaigns for a total of 7 years and 7 months. As a Customer Service Representative, I’ve assisted US-Based Telecommunication customers who were in need of help regarding their billing, online accounts as well as technical issues and checking available services that they could get. I was promoted to Team Support Specialist and my primary job role is to help customer service representatives in providing the proper resolution to their customer’s concerns in a timely manner which includes complaints, escalations, regarding their bill and services. I have also partnered with my Team Leaders to ensure that everyone is properly aligned with the guidelines and process set by the company. I have also applied for another position which is the Resolution Specialist. My primary job was to take 3 concurrent-escalated chats and help the customers with their escalated issues that cannot be resolved by a Tier-1 agent by checking other options available for the customers and to make sure that it will be resolved right away and will no longer be transferred to another team. I also become a Team Leader OIC and Team Leader Intern. My primary job is to handle 17-20 agents. I had to help them meet their monthly goals, create a monthly plan based on their previous month’s performance to avoid being enrolled to Performance Management Plan, I also had to make sure that they are being coached weekly to talk about their went wells and even betters to reach their goal. I also had to attend 2 Quality Calls per week with Clients to make sure that everyone is aligned. I also had to complete 1 hour chat time per week with Quality Guidelines. Coaching is also observed by my Operations Manager and a Client. I am a well-organized person, efficient and can also work under minimal supervision. I am also proficient with Microsoft Office Applications since I have been tasked to analyze my team’s metric, do correlations based on the data, create a plan not just for my team but for the whole account and send reports daily to my Operations Manager as well as present my plan to her on how to achieve the goal set for the upcoming month. I am looking forward to sharing my experience with your company and deliver exceptional customer service in every interaction. Let’s work together towards success!