Renalyn Guillermo
Angeles City
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
5
5
years of professional experience
Work History
SME
Concentrix Daksh
07.2020 - Current
- Provided clear and concise step-by-step technical support to guide clients.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Educated service users on new software updates and system capabilities.
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) - Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. - Developed team communications and information for meetings.
- Ensured teams stayed on track to achieving or exceeding KPIs by analyzing reports and monitoring operations.
- Fixed identified issues to increase productivity and boost workflows.
Customer Support Representative
Sutherland Global Services
10.2018 - 07.2020
- Resolved customer queries over phone and by email.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Education
Bachelor of Science - Accounting Technology
Cagayan State University
Aparri2017
Skills
- Process Improvement
- Root Cause Analysis
- Call Management
- Technical Troubleshooting
- Issue and Resolution Tracking
- Training and Mentoring
- Strong Analytical Skills
Timeline
SME
Concentrix Daksh
07.2020 - Current
Customer Support Representative
Sutherland Global Services
10.2018 - 07.2020
Bachelor of Science - Accounting Technology
Cagayan State University
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