Gina M.

QA Agent / Customer Service Rep / Admin Support / Data Entry Rep

QA Representative: I was previously a QA Agent in Upwork Trust & Safety Operations for more than 3 years. I perform monitoring and track performance of individual agents. Coaching is done by providing complete and accurate information for any opportunities for improvement. On a weekly basis, I make an outline to share their accomplishments to boost agent's performance and motivate them to do better on every task. I also make a weekly summary for their coaching opportunities for agents' easy reference for their next week’s performance. Developed strong skill set including in-depth case analysis, data management systems to track performance, reviewing customer care email responses and coordinate coaching sessions to individual agents. Customer Service Agent: I handled ticket responses in Upwork Marketplace Quality Operations for more than 3 years. I perform as a front liner for clients and freelancers attending to their queries / issues / concerns and resolve them in a quick manner. Provides information of Upwork’s Terms of Service and ensure that they are educated of the policies. Compose ticket responses with essential parts – acknowledgement, empathy statement, resolution and proper customer education and professional closing. Excellent communication skills both written and oral. Proficient in using Zendesk. Administrative Support: Employed in an importation company for more than 4 years. Responsible in handling incoming and outgoing calls, appointment setting, order processing, web searching and collecting data information for prospective clients. Advanced skills in detail-orientation, planning and scheduling, know sources, organize bookmarks and use advanced search techniques. Data Entry Specialist: Employed as data encoder in a trading company for more than 3 years. Sorting and entering account information in alphanumeric, verifies data by reviewing and correcting data entered, eliminate duplication of data, secures information thru database backups, maintains and keeps information confidential. Proficient in Google spreadsheets and Microsoft applications with high level of concentration and fast typing speed (75 wpm).