Mylene Dela Pena

International Insurance Non-voice Campaign
Call Listening (Customer Care and Retention Specialists)

The job is to carefully listen to a call and provide feedback that is reliable and will be an effective material for coaching sessions.

Detecting Errors or Breach
A vital portion of the job was to detect and raise incident reports of errors and breaches. These reports are being submitted to the legal partners of the company.

Daily Task Report
At the end of the shift, a report of completed tasks must be submitted to the manager.

Retention Campaign (US Telco-Voice)

Accommodating inbound calls from customers who are to cancel their subscription.

The essence of the role was to understand the reason for unsubscribing and offer options that will be beneficial to the customer.

The role demands active listening, thorough understanding of the current and grandfathered products and an accommodating and empathetic attitude.