Ernanie Barraca

T1 agent support for these LOB's (Oct 2018 to June 2019)

• Google Home Speakers
• Google Wifi Mesh Nestwork
• Chromecast Devices
• PPJC (Google PixelBook, Pixel Slate, Pixel Buds, Jacquard, Pixel Watch)

QA Analyst (June 2019 to March 2023)

• Google Hardware Care QA
• Nest Comfort & Safety QA

QA tasks:

• Evaluate agent interactions for both T1 and T2 (Phone and chat)
• Facilitate weekly meetings for Customer First Session (CF Session) or CXpert Session.
• AHT analysis
• CSAT analysis
• Weekly Coaching session (For focus Agents).
• Weekly QA report to Team leads and OM’s for both accounts (Glance meeting).
• Sending QA updates and reminders through email.
• Weekly Calibration with QA Ninja or (clients).

• Charter Communication CSR (Now known as Spectrum)
• United Health Care Group (Benefits and Eligibility)
• Telstra tech. support for ADSL, Cable and Wireless
• BBS tester (BroadBand Specialist)
• TRT (Technical Referral Team) Complaints
• ACS (Assurance Complaint Specialist)
• Case Manager (Complaint manager of Telstra)

Technical Support Representative (2 Accounts):

• TSR for D-LINK US
• TSR for D-LINK Canada

Completed Projects:

• Computerized Examination System for ISEC KAPLAN
• Billing and Inventory System ACEDEO Optical
• Enrollment and Billing System for Siena College Laguna
• Enrollment and Billing System for Siena College Bulacan.