Edelina S.

Certified and awarded team player in the field of Content Moderation. Delegated as TOSAdvisor who acts as a Point of Contact to AOL Community Action Team (CAT) Headquarters. Reviews AOL's content such as reported suspicious emails and instant messages, Blogposts, comments on news articles, possible child endangerment reports and files suspected cases thru the National Center for Missing and Exploited Childred (NCMEC) website. Case Mentor at Dell Convergys Clark Philippines. To provide Total Resolution and to ensure Customer Satisfaction is achieved at the end of each interaction. My goal is to strive to do things right the first time to deliver fast and efficient results. *AOL* - Lined up as a back up trainer/supervisor (Hit by the bus program) which is acknowledged by the Department's Program Manager - Handled the TOSAdvisor function which serves as the Department's POC in the absence of a supervisor and likewise a point of contact of the site to the AOL Headquarters and to the site's other departments - In charge of plotting the team's daily, weekly and monthly schedule, making sure all queues and functions are all properly manned and managed - Managed a high-volume of workload within a deadline-driven environment in any given week and consistently met performance benchmarks in all areas (speed, accuracy, productivity). Had an instance where most of the team were out and was left with just two people to man the queue but all went well at the end of the day. - Provide "Just in Time" Support and conduct skills transfer for employees/agents, also considered as a Subject Matter Expertise (SME) by co-employees - Offered creative suggestions to improve CAT tools and policies in order to enhance the member experience and improve member satisfaction - Reviewed and replied to AOL members’ technical and billing issues through Moxie email tool - Real time review and monitoring of AOL and AIM Twitter accounts, which is another portal used to assist members who are having issues or giving comments and feedback - Documented and submitted Customers' issues, problems,feedback and suggestions regarding the AOL and AIM App to the App's developers - Made real time escalations to client regarding tool issues and provides suggestions about process improvement - Helped company attain the highest customer service ratings (as determined by external auditors). AOL CAT Philippines was awarded the Asian - Oceania Computing Industry Organization ICT Best Practice Award in 2010. *DELL* - As a Case mentor, I handled a team comprising a group of 15-20 agents, acted as the team's assistant supervisor who aided them in monitoring service request cases until issues or services are completed as well as providing just in time support to make sure every service call is completed effectively and efficiently - reported tool issues to the Department's moderator on duty - kept the team updated on changes on policies and processes mandated by the client and ensured that all necessary trainings were completed - Made outbound calls to customers who were disconnected during chat/phone conversations or during follow up on service requests. - Sent follow up emails on customers’ service requests using Moxie tool to ensure high customer service rating by consistently earning 100% Customer Satisfaction marks - awarded as Q4 Top agent for 2016