Kriselda Ailisse Cruz

• Monitor and score inbound calls, and other customer interactions through Phone Quality Standards.
• Work on initiatives to improve customer experience based on feedback.
• Identify patterns affecting the customer experience and operations efficiency.
• Conduct calibration sessions to ensure alignment in quality evaluations.
• Generate quality reports with key trends and insights.

Mentor

• Serve as the got- expert for Advisors on product, process, and policy-related queries.
• Provide detailed feedback to Advisors on areas of improvement and strengths.
• Collaborate with Team Managers to drive success among Advisors.

Technical Support Advisor:

• Provide technical assistance to customers via phone support.
• Guide customers through step-by-step troubleshooting process.

• Assist customers with billing-related inquiries, including charges, payment due dates, and plan details.
• Explain billing statements, fees, and adjustments clearly and professionally.

• Assist customers with cable TV, internet and set-top box issues.
• Walk through customers through basic troubleshooting steps, including resetting equipment and checking connections
• Diagnose service outages, signal issues, and account-related technical issues.

• Guide customers and store representatives through the process of setting up a business account.
• Verify required business documentation and eligibility for account creation.
• Assist store agents in transferring personal mobile numbers to business accounts.
• Verify customer authorization and eligibility for number transfers.