Ma.Fe Jumao-as

• Review Performance Metrics: Looked at recent performance reports to spot trends and areas for improvement.
• Listening to Calls: Regularly audited calls to check if agents followed company guidelines and quality standards.
• Feedback Sessions: Prepared feedback and held one-on-one sessions with agents to discuss performance and suggest improvements.
• Team Collaboration: Worked with the team to discuss quality trends and plan strategies for recurring issues.
• Reporting and Documentation: Recorded findings, updated reports, and prepared summaries for management.

- Making outbound calls to providers such as Verizon Wireless and AT&T, where I negotiated clients' monthly subscription bills. My role involved securing discounts or better deals for customers to help them save on their bills and ensuring client satisfaction.

- Assisting clients by scheduling appointments with technicians for appliance repairs.

- Coordinating schedules with the dispatch team to provide timely service.

- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving customer's concern.

- Worked with the mediation team, handled complaints from buyers and sellers.

- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

- Assisted customers in navigating the company website and improving the overall user experience.

- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.