John Eres Chi

• Addressed customer inquiries and complaints while documenting all communications.

• Respond to member concerns or complaints by taking immediate action, investigating, and

resolving a variety of issues.

• Managed incoming chats and provided assistance to customers with their inquiries.

• Utilized platforms such as Intercom, Stripe, and Zendesk to assist customers effectively

• Delivered exceptional service by conveying information to customers and ensuring follow-up on

commitments

• Supported co-customer support in resolving issues

• Trained and mentored new team members on customer service strategies and operational

protocols.

• Employed the organization's computer system to retrieve and document information related to

member accounts.

• Created reports, correspondence, and documentation for both internal and customer purposes

• Monitor 50 to 100 calls daily to assess whether each call constitutes a qualified lead.

• Provide appropriate feedback and documentation for each monitored call to ensure a comprehensive understanding of the conversation

• Sending invoices each client utilizing QuickBooks, and if required, their credit cards are processed for payment

• Forwarding calls that require dispute resolution to our partners.

• Providing the CEO with a comprehensive report on the daily status of the calls

• Participates in design of call monitoring formats and quality standards.

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at team

and individual level.

• Performs monitors of customer care email responses.

• Participates in customer and client listening programs to identify customer needs and

expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyzes internal and external quality reports for management staff review.

• Conduct monitoring of calls, focusing on 10 to 15 complete sales interactions daily between sales consultants and customer service representatives

• Evaluate the behavior of sales consultants in accordance with a stringent Call Compliance Procedure

• Accurately assess each component of the call using a Quality Assurance Scorecard framework

• Provide clear and concise feedback regarding the agent's performance in relation to the relevant sections of the call, documenting this within the scorecard

• Engage with Sales Team Leaders to address any urgent issues identified during the call monitoring process

• Facilitate training for new hires, as well as for progression and enhancement, covering all aspects of client projects, including both soft and technical skills

• Oversee agents during their training period.

• Create training materials and communication resources that do not rely on traditional classroom settings

• Organize activities related to New Hire, Progression, and Enhancement Training

• Keys data into the automated system (SAP and Dart applications)

and verifies input

• Processes verifies, posts, and audits invoices, purchase orders,

etc.

• Balances items, entries, or amounts related to documents

processed

• Responds to routine questions related to area of responsibility

• Able to work in a diverse environments handling multiple clients and

contacts to each invoice

• Meet or exceed operational throughput/quality