Hey, I'm Cherry!

A highly motivated and result driven person with extensive experience in managing teams, coaching and developing agents, motivating team members, communicating job expectations, maintaining and improving their job knowledge, solving customer service issues, and monitoring employee performance and achieving positive outcomes that meets program expectations and goals.

EXPERIENCE

Team Manager | Ibex Global Solutions Philippines

AT&T & DirecTV Billing - US Based Customers

Provides direction, instructions and guidance to a group of individuals for the purpose of achieving team performance goals.
Analyze data and creates action plan to improve overall performance and mitigate negative results.
Coach and follow through team members to ensure action plan are executed and done consistently.
Takes escalation calls from customer asking for Supervisor or Manager calls.

Customer Service Representative | Ibex Global Solutions Philipines

AT&T & DirecTV Billing - US-Based Customer

Takes inbound and outbound calls from customer calling about any issues about their bills and services
Provides resolution that meet customers' expectation in a timely manner.
Deals with frustrated customer who are about to cancel their services due to unresolved issues, my goal is to provide them the best value of their services and ensure best options are provided.
Basic technical support to help customers get their services working.
Provides assistance with account management.

Quality Assurance Analyst | Six Eleven Global Services

Ensure that agents provide quality service in line with organizational objectives by doing call monitoring or evaluation.
Conducts training, coaching/feedback and call calibrations to ensure that agents will be able to deliver the expectations of a quality call.
Prepare multiple reports and analysis based on the audits performed by the team or any other available data.

Customer Service & Email Support Representative

Takes inbound and outbound calls from customer for sales transaction.
Responding to customers email regarding with their order status and shipping inquiry.
Provides resolution that meet customers' expectation in a timely manner