Job Description

Client-facing role supporting a U.S.-based roofing company • Answer inbound calls from customers requesting estimates for roof repairs or replacements. • Qualify leads and schedule appointments directly with roofing specialists based on availability and location. • Manage cancellations and reschedule requests, ensuring timely updates to customer records in the system. • Maintain accurate documentation of customer interactions and service requests in CRM software. • Deliver professional and friendly support while ensuring a smooth scheduling and booking experience for clients.

Reasons for Leaving

Client end of Contract

Job Description

February 2022 - August 2022 • Special Project of Teleperformance (Pioneer Account) based in India with the help of TDCX Cebu and Manila SME and Team Leads • Assist Management officers, Training, Quality Officers and newly hired Support Ambassadors • Handle teams with partner Team leads and provide assistance to their questions, processes and policy of the account • Audit Support Ambassadors’ tickets and calls that I am assigned to and give insights to the Team Lead August 2022 - March 2024 (back to Cebu site Production after the special project) • Provide support and assistance to newly hired during training, ramp/nesting, production • Make sure that the team is well informed of any product updates. Policies or processes changes • Make sure is aligned with the goal and target scores • Audit tickets and cases especially the pending and help the Support Ambassadors the next step or what other options can be done in order to close the cases • Help the Team Leads guide the team following the same goal and objectives and to maintain good and reliable scores • Able to do coaching sessions and facilitate team meetings March 2024 - September 1, 2024 • Role is still an SME with special task: Critical Defects Auditors (Call Audit under Compliance) • Audit disconnected call and provide real time feedbacks to Support Ambassadors, assigned SMEs to the team, Team Lead and Operations Managers to avoid any ZT (Zero Tolerance) score or QA audits that may lead to termination • Make sure feedbacks has been accompanied by the intended correct resources and workflows with the right processes in order to validate the actions needed from the Production team and may provide coaching to the support ambassadors • Sent feedbacks through emails, tools used, Gchat real time

Reasons for Leaving

Personal Reasons

Job Description

Airbnb Account: • Answers query of the users (guest and hosts) through phone, messaging and email • Support users in finding work-arounds for any issues arising from using the platform • To explore the best resolutions when concerns, problems were encountered before, during and after the reservations and to route to the correct department who can assist them depending on the case.

Reasons for Leaving

N/A

Job Description

AT&T account: • Address customer inquiries through phone and cater needs and requirements • Help process payments with outstanding balances • Provide assistance to navigate and do troubleshooting with their devices (prepaid services) • Process importing and exporting phone numbers to another carrier Menulog account: • Address customer inquiries through phone and chat • Oversaw customer account inquiries and provide information to resolve service complaints and guarantee customer satisfaction • Logged, tracked and documented customer orders daily • Performed follow-up phone calls to uncover needs regarding their orders for customer and seller, menu, and restaurants setups for owners

Reasons for Leaving

To look for a better compensation

Job Description

Frontier Account: • Address customer inquiries through phone • Address customer’s questions, problems and complaints in person (technician appointment) and over the phone and assist with troubleshooting to their devices (TV, internet and telephone • Provide assistance to customers in understanding their billing statement and any outstanding payments

Reasons for Leaving

Have to continue my studies