Alben S.

Customer Service, Technical Support, Identity and Fraud Investigations

I am a professional that is experienced in fast-paced environments demanding strong organizational, technical and interpersonal skills. Trustworthy, ethical, and discreet, committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects; able to multi-task effectively. I work for one of the top BPO employers in the Philippines and our clients are included in the Fortune 500 list. My skills includes but not limited to the list below: • 7 year experience in the team manager position. Handled multiple line of business both customer service, tech support, identity and fraud investigation. • Awarded Best Team Manager for 2016 • * LEAD 100 Graduate (Graduated April 2013). • ESL Teaching Experience. • 9 year loyalty to one company. • Technical Support Oriented. • Experienced in training new hire agents. • Manages and Up train agents according to their AFI (areas for improvement) • Efficiently Conducts Coaching and Huddles. • Drives learning and improvement. • Diligent in Reporting Bugs and Issues to Clients. • Attends conference calls with Clients in regards to product improvement and program statistics. • Customer Service & Relations • Word Processing & Typing with intermediate knowledge of excel for data analysis. • Computer Operation and Troubleshooting. • Filing & Data Archiving • Business reviews • In charge of the call queue management • Managerial and supervisor calls. • Process and technical coach. • Maintains good relationship between reps and the company. • Advocate of good attendance and promotes good working environment.