Hire World-Class, High Performing, Vetted Chat Support Agents.
Cut Labor Costs by 70%

• Support expert who is passionate about providing the users on platform with the best customer experience in the world. 
• Provides world-class experiences by interacting with customers via phone, email, and chat to provide a proactive solution to their most important concerns.
• Understands customers' pain points, advocate for their concerns internally, and influence our products to provide a superb customer experience at all touch-points.
• Uses product expertise to collaborate with and help other teams maintain a high level of customer service at all times.
• As the voice of our brand, helps build up company's reputation with insatiable and addictively friendly personality.

• Maintain and manage shared digital assets with client and manage sales teams to provide weekly sales forecasts and sales analytics reports including leads and conversions.
• Collaborate with senior management to set clear and achievable sales targets for the team, based on organizational objectives and market analysis.
• Develop and implement effective sales strategies and tactics to meet or exceed sales targets, considering factors such as market trends, competition, and customer needs.
• A strong track record of goal attainment
• Proven successful prospecting track record.
• Has a hunter mentality and are looking for a role where I am able to build client relationships.
• Able to deliver a clear concise elevator pitch of the services you're selling.
• Comfortable with making phone calls, and meeting with clients virtually.

• Convert transcribed diagnostic test results, procedures and consultation notes into applicable report formats. 
• Ensure uncompromised patient care by transcribing fast and accurately, as well as performing thorough editing.
• Type out the full forms of medical abbreviations and acronyms, as well as the formal versions of medical jargon.
• Identify and follow up on inconsistencies, errors and missing information within a transcribed report.
• Submit transcriptions to healthcare professionals for their approval in a timely manner.
• Handle sensitive patient information with discretion and adhere to strict confidentiality guidelines, such as those outlined in the Health Insurance Portability and Accountability Act (HIPAA).

• Creates/maintains category pages, including proper URL naming conventions, implementing SEO best practices.
• Works with cross functional partners to maintain site content.
• Executes day to day operations on the CMS solution.
• Create/maintains Company Testimonials.
• Knowledge of Programming language.
• Perform website auditing using web governance tools and make content changes when necessary.

• Generated a Facebook page for the company to increase digital presence in Facebook.
• Created paid and organic content to publish on Facebook.
• Analyzed and Update Mobile Rehab's Digital Marketing Strategy.
• Managed account and track content performance using social marketing tools like Google Analytics and Facebook insights.
• Responded to any comments and messages daily on company's Facebook page.
• Oversees and Assists with the planning and execution of Facebook Campaign.
• Designed helpful marketing props to promote the business such as brochures, posters.

• Takes inbound calls to assist our client's customers in scheduling service appointments for their cars. 
• Mentored and helped train incoming agents to become production ready.
• Provided support and assisted agents with questions about product knowledge.
• Worked in a heavy inbound-outbound call center making and or receiving at least 70 calls per shift.
• Provided information to customer in a timely manner about available services.
• Blended technical and professional customer service to clients.
• Excellent listening and communication skills while creating empathy and trust to the consumer.
• Able to adapt to change while maintaining attention to detail and organization.
• Computer literate which enabled me to navigate through multiple screens.
• Excellent verbal and written communications skills which allowed me to be self-sufficient and to work independently.

• Manages recall and special coverage claims for individuals or organizations. Also reviews insurance policies, investigates claims, determines coverage, assesses damages or losses, and negotiates settlements with claimants or their representatives. 
• Provided top notch customer satisfaction services by processing recall and special coverage claims for customers with speed, accuracy and within the threshold of deadlines.
• Developed processes that helped the ease of doing business with customers and other departments within the account.
• Created a tracker for process disputes and opportunities using Microsoft Excel and submitted the report to process head and clients, that eventually led to monthly process alignment checks and client calibrations Issued feedback and recommendation that led updates to existing processes.
• Mentored incoming reimbursement specialists to help them with process challenges and customer handling inquiries.
• POC for Taleo Online Courses, led the first and only team to accomplish 100% completion for the required 20 hours of online training.

• Identifies and assesses cases that warrant executive handling Assigns cases to executive agents in based on priority
• Continued collaboration with client to ensure process updates and deliverables are attained
• Issued feedback and recommendation that led updates to existing processes

• Ensures that dealerships comply with GM's policies, procedures, and legal requirements.
• Knowledge of lemon law and provides assistance with assessing customer eligibility for buy back processes
• Takes on customer cases that requirements that are beyond Tier 1 empowerment Issues reimbursements and goodwill policies for customer retention
• Contributor for the Site of the Year Award, by being part of a performing team

• Provided real-time solution to vehicle and dealership concerns issues while meeting and exceeding metric targets set by client thru outbound channels like email and white mail
• Think Customer Award, receiving top high flier CSAT scores for January 2018
• Issued feedbacks and recommendations that led updates to existing processes
• Edited, proof read, and authored an entire process document for a newly adopted LOB (line of business) for the account

• Awarded as RFI Vehicle Champion, for mastery of request for information call concerns
• Provided real-time solution to customer issues while meeting and exceeding metric targets set by client
• Awarded as Top Agent for month of September 2013, ranking 1st among all agents for both phones and offline CRS
• Utilized analytical and critical thinking skills for customer cases that do not have documented processes to resolve

• Providing guidance, advice, and recommendations to colleagues, teams, or management on matters related to their area of expertise.
• This could include solving complex problems, making decisions, or offering insights based on their knowledge. 
• Provided real-time support to agents needing help with process challenges.
• Took supervisor calls for escalations.
• Conducted side by side and remote call listening to ensure quality calls.
• Provides coaching and call monitoring review results to agents.

• Provided customer support for level 2 issues like filing tracers, reporting missing packages, hub contact, rerouting packages, et. al.
• Provided support for junior shipping agents with process and customer handling challenges
• Agent of the Month, July 2012 with perfect End of Month scores across all metrics

• Completing and maintaining accurate shipping documentation and records, such as shipping labels, manifests, customs documentation (if applicable), and proof of delivery.
• Monitoring the status and progress of shipments in transit, providing updates to customers as needed, and troubleshooting any delays or issues that may arise during shipping.
• Coordinating with other departments and carriers to ensure smooth and timely shipment pickups, transfers, and deliveries. This may involve scheduling pickups, arranging transportation, and optimizing shipping routes.
• Addressing and resolving shipment-related problems, such as lost or damaged packages, delivery exceptions, billing discrepancies, and customer complaints. They work to find solutions and ensure customer satisfaction.
• Top Trainee for Shipping Class Wave 13
• Promoted as a Universal agent in 3 months

• Communicate effectively with customers by doing outbound calls to understand and resolve their technical problems.
• Provide adequate technical assistance and answer user inquiries promptly. 
• Troubleshoot and diagnose software issue. Install, configure and test software. 
• Provide timely accurate customer feedback and follow-up to ensure problem resolution. 
• Escalate issues (via tickets) to a higher level as needed and ensure follow-up. 
• Manage multiple cases efficiently and maintain detailed procedural documentation. 
• Conduct remote troubleshooting using remote desktop application.
• Navigate through multiple computer applications with speed & accuracy.

• Answer inbound calls from US customers and address questions & concerns regarding their prescription health-care benefits. 
• Provide information about their insurance coverage, what is included in the customer's benefit plan, addressing co-pays, and assisting with coverage determination. 
• Handle prescription refills, order status updates, and tracking. 
• Empathize and resolve concerns to simplify the customer's health-care experience. 

• Develop and deliver engaging, student-centered ESL lessons that align with curriculum standards.
• Adapt teaching methods to accommodate diverse learning styles and proficiency levels.
• Utilize various instructional strategies, including interactive activities, multimedia, and real-life applications, to enhance language acquisition.
• Teach English grammar, vocabulary, pronunciation, reading, writing, listening, and speaking skills.
• Assess students’ language proficiency through tests, assignments, and class participation.
• Provide constructive feedback to support students’ language development.

• Conduct outbound calls to patients, healthcare providers, and insurance companies to gather and verify information.
• Accurately input, update, and maintain medical records in compliance with healthcare regulations and data privacy standards.
• Review, process, and verify insurance claims and authorizations to ensure accuracy and compliance with company policies.
• Assist in resolving claim discrepancies by coordinating with insurance providers and healthcare professionals.
• Ensure timely follow-ups on pending authorizations and claim approvals.
• Maintain detailed documentation of all communications and transactions related to claims and medical records.
• Collaborate with internal teams to improve claims processing efficiency and patient record management.
• Adhere to industry regulations and company guidelines to maintain compliance and data security.

• Conduct in-depth product research to identify high-potential, winning products.
• Create and manage compelling product listings with optimized content.
• Handle order fulfillment efficiently, ensuring timely processing and delivery.
• Develop and maintain e-commerce websites, ensuring seamless user experience.
• Utilize Photoshop to design high-quality graphics for product pages and marketing materials.
• Edit and produce engaging video content for Facebook Ads and other social media platforms.
• Upload products to online stores, enhancing descriptions, images, and overall presentation.

• Handle inbound calls with professionalism and efficiency, assisting clients with inquiries related to mortgage services, insurance policies, Final Expense (FEX) programs, and veteran-specific financial assistance.
• Provide expert guidance on mortgage options, eligibility criteria, and loan processes to help clients make informed decisions.
• Educate customers on various insurance products, including life, health, and final expense insurance, ensuring they understand coverage options and benefits.
• Assist veterans in navigating specialized programs, offering tailored support to meet their unique financial and insurance needs.
• Maintain accurate records of customer interactions, inquiries, and transactions in compliance with company policies and industry regulations.

• Provide support and assistance to members managing diabetes, including monitoring health metrics and offering guidance on lifestyle adjustments.
• Assist members with high blood pressure by providing education on medication adherence, dietary recommendations, and wellness strategies.
• Conduct outbound calls to engage with members, provide follow-ups, and address inquiries related to their health conditions.
• Monitor and respond to emails and voicemails promptly, ensuring timely communication and resolution of member concerns.
• Maintain accurate records of member interactions, documenting key details in the system for continuity of care.
• Collaborate with healthcare professionals and team members to enhance the quality of support provided to members.

• Handling inbound calls to assist clients with inquiries and provide exceptional customer service.
• Educating clients on mortgage options, insurance policies, Final Expense (FEX) plans, and specialized programs for veterans.
• Assessing client needs to recommend suitable financial and insurance solutions.
• Processing applications and ensuring all documentation meets compliance and regulatory standards.
• Providing ongoing support to clients by addressing concerns and guiding them through the application and approval process.

• Conduct customer negotiations to achieve mutually beneficial agreements for both the business and the customer. 
• Maintain customer memberships by leveraging sales tools and techniques effectively. 
• Handle complaints with the aim of enhancing customer satisfaction and retaining customers. 
• Identify consumer needs and explained how ongoing membership would meet those needs.

• Oversee social media accounts on X (previously Twitter), respond to inquiries, and collaborate with content creators. 
• Maintain a spreadsheet with information about leads. 
• Develop product listings and affiliate links for potential leads. 
• Handle inquiries and escalate customer complaints through email.

• Address customer service inquiries promptly and accurately. 
• Support customers by providing product and service information and efficiently resolving issues. 
• Captivate potential customers by addressing their queries and suggesting suitable products or services. 
• Present service upgrades and extra options to customers. 
• Improve customer satisfaction by adeptly resolving conflicts, issues, and inquiries.

• Demonstrate leadership abilities by assisting newly recruited agents and imparting essential knowledge and behaviors. 
• Step in to manage the team in the absence of the Team Leader. 
• Handle escalated calls from agents, offering assistance for optimal solutions. 
• Ensure a positive, empathetic, and professional approach towards customers consistently. 
• Successfully handle and resolve complaints according to guidelines, leading to timely solutions. 
• Support the team by achieving related outcomes as required.

• Offer exceptional customer service with courtesy and efficiency.
• Assess customer requirements and identified optimal solutions.
• Deliver precise and relevant troubleshooting guidance to address cable service issues. 
• Offer support and basic troubleshooting for TV, internet, and phone services before escalating to a higher technical tier.

• Perform inventory audits across multiple consignment branches.
• Resolve discrepancies and deliver detailed report to Supervisor.
• Maintained accurate accounts for cash, fixed assets and other transactions.
• Investigated variances between physical count results and established standards for accuracy of data entry.

• Oversaw administrative tasks in the consignment sector.
• Directed daily responsibilities of inventory auditors.
• Implemented departmental policies and standards in conjunction with management to streamline internal processes.
• Organized meetings between managers and other departments as needed to coordinate operations.

• Manage the Consignment Department / Inventory Audit.
• Mitigated business risks by working closely with staff members and assessing performance.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Developed and implemented operational procedures to ensure quality standards are met.

• Supervise and manage a team of 15-20 team members, ensuring optimal performance and adherence to company standards.
• Provide coaching, guidance, and support to team members to drive performance improvement and meet KPIs.
• Monitor team productivity and quality to ensure service level agreements (SLAs) are consistently met.
• Foster a positive work environment by encouraging teamwork, communication, and professional development.
• Analyze performance metrics and provide regular feedback to team members to help them achieve individual and team goals.
• Ensure all team members are compliant with policies, procedures, and regulations, particularly those related to livestream content and interactions.
• Maintain a thorough understanding of policies for various types of livestreams, ensuring team members adhere to platform guidelines and company standards.
• Assist in troubleshooting and resolving account-related issues, ensuring swift and accurate resolution to maintain client satisfaction.

• Resolves an average of 300 inquiries weekly
• Helps the company win stellar customer service ratings
• Provide customers with regards to their billing and enrollment concerns

• Address customer service inquiries in a timely manner
• Achieved a customer satisfaction rating of 98%
• Providing input in improving internal processes

• Scheduling appointments and sending reminders to patients
• Managing calendars for doctors and staff Answering calls, emails, and messages
• Data entry for patient records or insurance claims
• Answering patient inquiries
• Following up with patients regarding test results or upcoming visits
• Coordinating lab or imaging test appointments
• Managing prescription refill requests

• Manage and maintain positive customer relationships by overseeing the full lifecycle of support tickets—from initial triage to resolution.
• Ensure timely, effective, and accurate resolution of customer inquiries and technical issues, while proactively addressing feedback to improve service quality.
• Conduct regular audits of support tickets to ensure adherence to internal processes and service level agreements (SLAs).
• Generate and analyze performance reports to identify trends, support strategic decisions, and drive continuous improvement in customer support operations.
• Oversee end-to-end ticket management, collaborating with cross-functional teams to streamline workflows and enhance customer satisfaction.

• Supported lead researchers in generating high-quality, targeted leads tailored to client objectives and industry requirements.
• Facilitated regular calibration calls to align team understanding of client profiles, ensuring consistency and accuracy in lead generation efforts.
• Assisted in onboarding and training new lead researchers, providing guidance on best practices, tools, and client expectations.
• Prepared and maintained detailed monthly performance and progress reports for internal and client-facing use.
• Conducted market research and competitor analysis to enhance lead generation strategies and identify new business opportunities.
• Ensured data integrity by auditing lead lists and updating client databases to reflect the most accurate and current information.
• Collaborated cross-functionally with sales and strategy teams to support campaign planning and client engagement initiatives.

• Delivered high-quality customer support for a broad range of banking products, including retail banking, credit card services, and digital financial solutions.
• Provided technical assistance for online banking platforms and mobile banking applications, troubleshooting issues and guiding customers through resolutions.
• Handled inquiries related to account management, transactions, product features, and service updates with professionalism and accuracy.
• Educated customers on the usage and security of digital banking tools, promoting self-service options and enhancing user confidence.
• Escalated complex or unresolved issues to appropriate internal departments while maintaining ownership until resolution.
• Maintained compliance with banking regulations and internal policies while ensuring customer satisfaction and confidentiality.

• Provided first-level technical support to customers by responding to inquiries via phone, email, and chat.
• Diagnosed and resolved hardware, software, and network-related issues through effective troubleshooting techniques.
• Escalated complex issues to Tier 2 support when necessary, ensuring accurate documentation and smooth handover.
• Delivered clear, step-by-step guidance to customers, improving user satisfaction and reducing repeat incidents.
• Maintained detailed records of customer interactions, technical issues, and resolutions using ticketing systems.
• Collaborated with internal teams to identify recurring issues and recommend long-term solutions or product improvements.

• Managed high-value client accounts, ensuring exceptional service delivery and client satisfaction.
• Oversaw end-to-end program and project management for finance and accounting initiatives, including planning, execution, monitoring, and reporting.
• Coordinated cross-functional teams to deliver financial solutions aligned with strategic objectives and regulatory requirements.
• Analyzed financial data to support budgeting, forecasting, and decision-making processes.
• Implemented process improvements to enhance operational efficiency and reduce project delivery timelines.
• Acted as a primary point of contact for stakeholders, maintaining clear communication and ensuring alignment on project goals and outcomes.

• Managed end-to-end shipment processes for the Vietnam cluster, overseeing both import and export operations to ensure timely and cost-effective delivery.
• Collaborated closely with cross-functional teams and counterparts in Vietnam to identify operational inefficiencies, leading process improvement initiatives and the implementation of innovative logistics procedures.
• Conducted comprehensive gap analyses and generated strategic reports to support production planning and enhance overall supply chain performance.
• Ensured compliance with international trade regulations and company policies throughout the shipping lifecycle.
• Coordinated with freight forwarders, customs brokers, and third-party logistics providers to resolve shipment delays and maintain operational continuity.
• Monitored key performance indicators (KPIs) to assess logistics efficiency and drive continuous improvement.

• Handled complex, high-priority customer service cases as an Escalation Officer, ensuring timely and effective resolution.
• Acted as the final point of contact for unresolved issues, coordinating with cross-functional teams to identify root causes and implement long-term solutions.
• Maintained detailed case documentation, upheld service-level agreements (SLAs), and delivered empathetic, solutions-focused support to enhance customer satisfaction and retention.

• Oversaw account collections processes while serving as an apprentice team leader, supporting daily operations and assisting in the supervision of team performance
• Monitoring delinquent accounts, coordinating with clients to resolve payment issues, preparing reports on collection status, mentoring new team members, and contributing to process improvements to enhance collection efficiency and team productivity.

• Answer incoming calls for the member needing help in availing their insurance
• Verify member's information and eligibility for insurance Inbound and Outbound calls, chats and emails
• Making sure that things are tracked and checked correctly on the database
• Coordinate with their designated Care Advisors Handle both member and caregivers
• Provide accurate information related to their benefit, insurance and eligibility
• Making sure we checked their healthcare, customer data and connect to the right departments
• Make sure that everything is documented by using our CRM and tools
• Uses Dash, Outlook, Teams, DialPad, Five9, Retool & Intake Forms

• Handle bookings for children/parents' request
• Do Admin Tasks and calendar management
• Organize things and make sure that everything is updated
• Monitor bookings and school holidays
• Email and Inbox Management
• Organising queries and complaints through ticketing system
• Provide reporting to the Customer Service & Billing Manager
• Control and sort inbound emails and query tickets for resolution of customer questions and complaints
• Placing bookings and making cancellations on our Child Care Management system
• Monitor Hubspot ticketing system
• Keep on track of all the failed debit payments and make sure to follow up on time
• Make sure to keep ISS updated
• Monitor invoices and making sure everything is updated
• Manage CRMs using Hubspot, PowerDiary & Xplor Spreadsheets
• Uses Gmail, Excel, Slack, Outlook, Microsoft Teams and
  Spreadsheets

• Handle executive calendar
• Do bookings for travels and meetings
• Create PowerPoint presentations
• Researching
• Handling executive emails and answering queries from the clients
• Attend meetings and take down MOM
• Uses of WordDocs, Excel & Microsoft Spreadsheet & NurrsingStaff tools
• Post JobAdd via Indeed and LinkedIn
• Social Media Management
• Uses project management tools
• Assist in sorting receipts
• Uses different tools and CRMs like: Hubspot, Calendly, Google
• Calendar, Outlook Calendar, Zoom and Indeed calendars, Trello,
• Asana, Google Workspace, Excel, Xero, WhatsApp, Google Chat,
• Ring Central
• Social Media Accounts like: LinkedIn, TikTok, Facebook Page and
• Instagram

• Lead Submit
• Got chosen to lead and do interviews and training for newly hire folks and pick the best ones
• Train the team and Lead
• Monitor team’s performance and team
• Do reports
• Do outbound call and cold emails
• Handle inbound and outbound emails
• Do sourcing and lead prospecting using different tools
• Uses multilogin, meltbelly, timedoctor, excel, spreadsheet, zoom,
• Indeed, Basecamp, Skype, Slack, LinkedIn Sales Navigator,
• LinkedIn, AnyLeads, Xpandi, Asana, GoHighLevel and Eliza

• Handle seller's Amazon account and monitor things on theirbehalf.
• Do invoices, product management and admin tasks by making sure everything is updated on a day-to-day basis.
• Product Listing
• End-to-end contact of client with everything on his business
• Supplier Tasks
• Invoicing
• Price Research etc.
• Making sure that all finances are accurate and items are align on pricing
• Knows how to use DropBox, Confluence, Jira, SellerBoard, Xero, Amazon Seller Central, Microsoft, Excel, Googe Workspace, WORK WhatsApp EXPERIENCE S

• Handle E-commerce account of sellers
• Assist the sellers/clients with their shop on the Online Shopping
• Platform Account
• Handles their statement of account, order management, sales and product inquiries
• Inbound and Outbound Calls, Emails and Chats
• Digital Cases and Scrubber
• Do callouts for escalated tickets
• Floor Support to the team
• Digital Cases and Scrubber
• Person in charge whenever Team Manager is not around
• Do reports and administrative tasks
• Attend meetings and do reporting
• Knows how to use Zendesk, Xspace, SalesForce, SnapEngege, XLite, UAD, Dingtalk, Googlesheets, Exel etc

The role involves significant administrative work, such as data entry, client communication, and project tracking. The ideal candidate should be highly organized, possess excellent written and verbal communication skills, and have the ability to work independently with minimal supervision.

Key Responsibilities:

• Data Entry: Manage data entry into event databases, primarily using Events Air and Smartsheet.
  • Set up event registration portals, micro-sites, and manage event data.
  • Input data such as event names, locations, and schedules.
  • Update spreadsheets and maintain accurate records of event details.
• Client Communication:
  • Draft, schedule, and send email communications to clients, exhibitors, sponsors and attendees using platforms like Mailchimp, Gmail, and Events Air.
  • Assist with correspondence management and customer enquiries.
  • Participating in the development of a range of client project documentation and undertaking activities to deliver on these projects.
• Ticketing and Social Media:
  • Create and manage event ticketing using platforms such as Events Air, Humanitix, and Eventbrite.
  • Collect items for social media and post to clients accounts are required.
• Administrative Support:
  • Assist with document management, including preparing and maintaining PowerPoint presentations, reports, and templates.
  • Create mail merge documents to produce event name tags for attendees and exhibitors.
  • Update and maintain spreadsheets related to event planning, invoicing, and logistics.
  • Help with general admin tasks like filing, research, and responding to enquiries.
  • Contribute to related documentation such as event manuals, registers and reports, contracts and contract tracking registers, travel and logistics for artists, collection of artist promotional material and performance material.
• Project Tracking:
  • Assist in tracking event project stages using tools like Teamwork or Smartsheet.
  • Report progress to the founder and manage timelines to ensure event readiness.

• Determined the best resolution for fraud and disputes claim initiated by customers by reviewing documents provided by merchants and cardholders and making crucial decisions that will benefit the cardholders, merchants and Capital One.
• Received calls for general inquiry displaying expertise in determining whether the customer has a disputed or fraudulent transactions.
• Providing optimal solution for the customer maintaining customer satisfaction.
• Training Mentor and Technical Expert Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
• Built long-term, loyal customer relations by providing top- notch service and detailed account and service information.
• Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Investigated and resolved accounting, service and delivery concerns.

• Coordinate with departments to resolve client claims. 
• Provide necessary documents for life insurance claims. 
• Review policies, address client inquiries, and assist. 
• Verify completeness of received documents. 
• Collaborate across teams to track insurance applications.

• Customer Service Lead 
• Efficiently manage orders and deliveries. 
• Coordinate with dispatch for special requests. 
• Stay in touch with the fulfillment center regarding orders. 
• Manage invoices and refunds for damaged items. 
• Schedule home cleaning appointments.

• Offer customer support for mobile plan inquiries.
• Resolve billing disputes by reviewing phone history and policies.
• Suggest data plans and phone options for better service.

• Provide support to customers regarding their credit card account inquiries and assist with account maintenance. 
• Present eligible customers with suitable financial products.

• Manage a team comprising a minimum of at least 15 members.
• Collaborating with them and senior management throughout the entire process, encompassing goal establishment, performance execution, and attainment of predefined metrics.

• Prevent fraud through early detection. Recommend account blocking if it deviates from standards.
• Identify reasons for account restriction and follow company policies and AML criteria. 
• Monitor accounts not compliant with AML guidelines for potential blocking.
• Input non-compliant KYC accounts into global wanted individuals database (e.g., FBI, Interpol, OFAC)

• Does outbound calls to potential clients for account activation of educational trading package

• Follow-up clients and customers
• Take care of billing administration for client through their software
• Do some office admin task for clients virtually
• Do a few graphics and illustrations for clients
• Create PowerPoint presentations for clients
• Update website contents for clients
• Create social media accounts for clients
• Update contents of clients' social media accounts
• Create ad contents for clients
• Send and answer emails for clients

• Selling and marketing websites.
• Assisting and explaining to the customer the importance of incorporating their product or brand online.
• Assisting and explaining to the authors the importance of incorporating their shop, revenue, and inventory online.
• Assist callers during Enrollment period and explain the differences among Plans.
• Proper filtering of leads, prospects, and pipelines.
• Calling/dialing the phone to contact leads, prospects, pipelines and ask for sales or additional services.
• Assisting the TL with the admin tasks like QA, coaching, reporting.
• Assisting the TL in managing the team.
• Adhoc tasks.

• Downloads and collates from different accounts', clients', and departments' data / information for reporting.
• Does ETL for all the reports being done.
• Examines, add, subtract or consolidates all the data and presents it to management or clients
• Does all the reporting and presentations using Excel, MS Access, Cognos and other applications for reporting.
• Handles a small group agents or partly doing a TL's task while also doing my main tasks.
• Adhoc tasks.
• Doing seminars for ITIL candidates.
• ITIL trained and certified.
• Assist all end users with general computer operation and desktop application software questions and problems.
• Troubleshoot end user PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software.
• Responsible for correcting any problem with equipment at a call center site.
• Responsible for the operation, installation and configuration phase of equipment.
• Perform hardware and software upgrades to peripheral equipment.
• Assist with hardware and software upgrades to Production and Administration phone switches.
• Assist as lead in moderate to complex projects.
• Install and maintain facility wiring infrastructure. Identify and/or assist with resolution to customer access issues.
• Complete all pre-wiring and testing, including placement of patches, prior to scheduled installations or maintenance.
• Maintain accurate records on spare equipment, minor materials and tools necessary to restore telephony circuit operation in the event of failure, plus assist in maintaining an accurate inventory of all hardware and software.
• Generate network services reports plus advise management on operational status.
• Instruct and assist Technician II and below in performance of routine duties through mentoring and guidance.
• Solve technical problems of moderate complexity, exercising initiative and judgment.
• Resolve problems through interaction with internal and external groups as needed.
• Perform preventative maintenance and safety inspections of assigned equipment
• Provide on-call technical support via pager as required.
• Spend between 60 - 70 % of time clearing trouble tickets in a timely manner. 
• Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required.
• Creation of reports and SLA breaches and compliances from clients using MS Excel, MS Access, MS Word, MS PowerPoint, and IBM Cognos Analytics/BI.
• Creation of automation tools using MS Excel, MS Access, MS Word, and IBM Cognos Analytics/BI.

• Installation of Servers.
• Installation of Microsoft Operating Systems and Microsoft Offices.
• Installation and configuration of network switches and network routers.
• Installation and configuration of network printers.
• Installation and configuration of antivirus softwares and antivirus servers.
• Installation and configuration of Autocad and Primavera softwares.
• Troubleshooting and repair of network photocopy machines, printers, computers, network switches, network routers, and servers
• Ad hoc office jobs
• Monitoring and procurement of computer and office equipments.
• Monitoring and troubleshooting of the internet and network traffic.

• Helps and assists technicians/customers on the phone in installing digital phones, cable tv's and wideband internet connections.
• Helps and assist customers on the phone regarding their service information.
• Helps and assist customers on the phone regarding their bills and additional service orders.

• Helps and assists customers on the phone in the installation and/or troubleshooting of their printers.

• Assigns tasks for production staff
• Monitors productivity of production staffs
• Receives final works from production staffs
• Creates and submits reports to management regarding production and operation activities

• Installs OS like Windows 2003 Server, Windows XP Professional, Windows Vista.
• Installs MS Office applications.
• Installs, troubleshoots and configures network switches and routers.
• Installs and troubleshoots network printers and photocopy machines.
• Installs anti-virus softwares on network computers and servers
• Installs Autocad and Primevera (legal) softwares
• Troubleshoots and repairs network computers and servers.

• Installs OS like Windows 2003 Server, Windows XP Professional, Windows Vista.
• Installs MS Office applications.
• Installs, troubleshoots and configures network switches and routers.
• Installs and troubleshoots network printers and photocopy machines.
• Installs anti-virus softwares on network computers and servers
• Installs Autocad and Primevera (legal) softwares
• Troubleshoots and repairs network computers and servers.

• Answers calls from customers
• Connects the calls to other departments for specific concerns

• Identifying training needs, setting learning objectives, and outlining the content and structure of training modules.
• Ensuring that training programs comply with relevant regulations, industry standards, and company policies. 

• Promoted new products and services by conducting Supplemental learning with tenured agents
• Responsible for data creation, data cleaning and data validation, using Excel, of large datasets.