Mary Joy Biaco

Subject Matter Expert (SME) and Quality Assurance Client: Telstra Business - Change of Ownership and Activation (January 2018-March 2019)
Providing real-time assistance to operations regarding products and process to resolve customer's issues, including supervisor call
Sending report addressing agents opportunities and how to provide better customer experience

Program Credit Analyst
Involved weekly, monthly and quarterly report to check programs trend with the adjustment

CSR II - Client: Telstra Business Sales (January 2016-May 2018)
Live Chat and Outbound Calls
End to end assistance to customers regarding mobile, internet and billing inquiries
Providing Company's Banded Experience with long term resolution

CSR I - Client: Telstra Business (September 2013-May 2016)
Email and back office Support

CSR II - Client: DoorDash American Food Delivery (January 2018-September 2024)
Customer Support - Email, Chat, Inbound and Outbound Support