Carlo Piolo Capili

Handled customer inquiries in a timely and professional manner Maintain 95%CSAT RATE and exceed the target metrics every month. Assisted customers with product setup and troubleshooting over the phone. Collaborated with other departments to resolve customer complaints quickly and efficiently. Utilize customer service softwares or crm to track and resolve customer issues. Setting up appointments for customers that orders installation for services purchased. Assisted customers with technical,billing,product issues and provide resolution to any concerns that they have.

We listen to agents ongoing calls and help them provide resolution in a timely manner to help them get better CSAT. Coach agents and provide feedback with the do's and don'ts in each call. Do admin tasks and client facing to talk about the metrics of each team and site on what workarounds we can do to help agents meet the passing score.