JOANNE MARIE FERRER

• Resolving customer's issues and finding solutions that meet their needs
• Assist them through live chat, phone calls, and email
• Answer customer support calls and assist customers with their technical issues and inquiries
• Supported SaaS software
• Identify and escalate critical support issues to the appropriate team members for timely resolution

When I transitioned to a Support Manager I was responsible for:

• Giving feedback / 1:1 Coaching
• I have handled 10 Filipino Contractors
• Manage Escalation
• Daily Manager Stand-Up meeting
• Contact payment processor
• Daily monitoring of CSAT
• Daily monitoring of KPI ( AHT, Adherence and Attendance)
• Daily 1:1 Report to my Senior Support Manager
• Manage Payroll
• Manage Time off
• Worked on Knowledge base, Macros, Processes
• Attend Finance and Product team meeting
• Triage with Senior Technical Support

• Providing health coverage to the members
• Processing claims for reimbursement
• Scheduling appointments for doctors and dentists
• Creating online accounts for the members

• Processing balance and credit transfer
• Responsible for clients who have lost and stolen their cards
• Sales agent, selling bank products
• Fraud and complaints associate

• Appointment setting
• Managing Social Media accounts
• Managing Calendar and Email

• Identify and escalate critical support issues to the appropriate team members for timely resolution
• SME for 2 years/ help my team leader conduct one-on-one training and coaching
• Creating online accounts for the members
• Answers questions about, replacement, refund and return