Donn Santiago

· Provided extensive support in website content management system migration project in 2023 and 2024 (TTEC website)

· Contact list building

· Provided support to Sales/Business Development Team in contact list building

· Generated weekly and quarterly reports for the Marketing Executive Team

· Assisted Operations in providing excellent customer experience by analyzing low CSAT surveys from the customers

· Addressed inquiries, resolved customer issues and managed customer relations (via chat and email)

· Evaluated calls to improve the overall call handling process

· Generated basic QA reports, analyzed data and provided recommendations to Operations

· Facilitated calibrations sessions with the Operations and Training Teams and also with the Client

· Provided customer service and technical support for Sony and Mitsubishi product users