Michael Ryan R. Dela Peña

Project: Computershare

Assists Shareholder regarding their stock/shares under the company managed by Computershare as their Transfer Agent.

• Customer service for Household Quad Care ‑ Assisting Bell customers with home phone, TV, Internet, and Mobility service regarding their billing, account changes, and service concerns.

• Making sure all customer accounts are fully validated before making changes and assisting them regarding their concerns that are within the scope of the department

• Assists Advertisers with ads related concerns with their Personal Facebook account, Ads Manager, Business Pages, Instagram Business type account and Business Manager account
• Assist Advertisers with account creation and ads creation and editing and troubleshooting encountered errors

• Handles dispute between the host and the guest
• It is my responsibility to investigate the situation and find a resolution that the host and guest will agree on or make a decision based on Airbnb's policy, whichever is applicable

• Handles the following team: Email Customer Care Team / Social Media Customer Care Team / SM Support and Offboard Team
• Responsible for the team stats, making sure that all agents under my team are hitting their goal
• Making it a point that all agents are getting their target metric by coaching them
• With their opportunity and guiding them on how to overcome their hindrances by making an action plan
• Inspiring agents by being a good example with work ethics
• Guiding and building the agents' potential for them to step to the next level and be promoted by giving them small tasks
• Creating and managing agents' schedule making sure that the required FTEs are met and VL's are properly scheduled
• Time keeping for properly documenting agent's attendance and sending it to the payroll team for payout

• Assists clients on how to set up their online account and explain how the service works
• Assists host and customer with any of the car and service-related issues

• Main task is to make sure that all real estate online information is up to date

• Escalations Taking escalated calls or supervisor calls for further assistance, customer complaints and escalations
• A2A Assists agents regarding product, process, tools access and disputes

• Assists customers query and/or disputes with their phone line and/or broadband billing
• Assists customers in taking payment and/or activating temporary suspended services

• Assists customers in creating a schedule of technician visits for fixing phone line trouble
• Assists customers in troubleshooting their feature phone line issues

• Assists customers regarding their Amazon online account and products descriptions
• Assists customers in troubleshooting their Kindle device (E book Reader)

• Product Specialist
• Floor Support - support the agents for product questions and/or clarifications
• Escalations - taking escalated calls or supervisor calls for further assistance, customer complaints, recommendations and suggestions
• Call Quality Check - side by side call listening to agents for spot coaching and/or training opportunities for improvement

• Provides 1 on 1 Agent coaching and/or Team Learning sessions to improve stats
• Responsible for the agent's punctuality and attendance
• Responsible to instill discipline to the agents and motivate them for better work results
• Sends report to Operations Manager regarding agent's stats and monthly plan for team improvement

• Assists customers with their PayPal account with regard to sending and receiving online payments

• Assists customers in activating their phone, troubleshooting, top up and anything regarding their VM phone account