Admin/ Coordinator
Algazzaz for Customs Clearance
(Transport and Logistics, 10-50 employees)
Keywords
Skills
▪ Implemented programs on a team level which help promote the QA Standards and
Guidelines
▪ Regularly conducted calibration session to ensure synchronization of the
evaluation method and ratings.
▪ Cascades new updates coming from the client to teams and synergy partners.
▪ Contributes to the increase of active minutes generated by taking calls as
adherence to the required log on.
▪ Promotes synergy actively between QA and Team Leaders on the floor to elicit buy-
in for successful implementation of QA derivatives among the CSR’s.
▪ Evaluating the conversation between our agent and customer in all point of contact
(Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
followed
▪ Doing NPS validation and analyzing the causes for negative rating or feedback from
the customer.
Guidelines
▪ Regularly conducted calibration session to ensure synchronization of the
evaluation method and ratings.
▪ Cascades new updates coming from the client to teams and synergy partners.
▪ Contributes to the increase of active minutes generated by taking calls as
adherence to the required log on.
▪ Promotes synergy actively between QA and Team Leaders on the floor to elicit buy-
in for successful implementation of QA derivatives among the CSR’s.
▪ Evaluating the conversation between our agent and customer in all point of contact
(Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
followed
▪ Doing NPS validation and analyzing the causes for negative rating or feedback from
the customer.
Project history
02/2018
-
Present
▪ Assisted in the creation of our Company Profile which help introduce our company
and services to potential customers.
▪ Organized our filing system that help improve our daily operations.
▪ Updated our new Company Letterhead
▪ Suggested a new process that effectively reduced delays in collecting Delivery
Orders and Documents.
▪ Providing update to our clients through email or call
▪ Working closely with our Customs Clearance Department to make sure Customs
Declaration or Bayan is created properly and on a timely manner.
▪ Maintains continuity of work operations by documenting and communicating
needed actions to management; discovering irregularities; determining areas for
improvement.
and services to potential customers.
▪ Organized our filing system that help improve our daily operations.
▪ Updated our new Company Letterhead
▪ Suggested a new process that effectively reduced delays in collecting Delivery
Orders and Documents.
▪ Providing update to our clients through email or call
▪ Working closely with our Customs Clearance Department to make sure Customs
Declaration or Bayan is created properly and on a timely manner.
▪ Maintains continuity of work operations by documenting and communicating
needed actions to management; discovering irregularities; determining areas for
improvement.
04/2014
-
06/2017
Senior Quality Assurance Specialist
Spi Global Philippines
Achievements/ Tasks
* Implemented programs on a team level which help promote the QA Standards and
Guidelines
* Regularly conducted calibration session to ensure synchronization of the
evaluation method and ratings.
* Cascades new updates coming from the client to teams and synergy partners.
* Contributes to the increase of active minutes generated by taking calls as
adherence to the required log on.
* Promotes synergy actively between QA and Team Leaders on the floor to elicit buyin
for successful implementation of QA derivatives among the CSR's.
* Evaluating the conversation between our agent and customer in all point of contact
(Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
followed
* Doing NPS validation and analyzing the causes for negative rating or feedback from
the customer.
Contact: Ms. Molly Montero-Manalili - +63928 662 0908
* Implemented programs on a team level which help promote the QA Standards and
Guidelines
* Regularly conducted calibration session to ensure synchronization of the
evaluation method and ratings.
* Cascades new updates coming from the client to teams and synergy partners.
* Contributes to the increase of active minutes generated by taking calls as
adherence to the required log on.
* Promotes synergy actively between QA and Team Leaders on the floor to elicit buyin
for successful implementation of QA derivatives among the CSR's.
* Evaluating the conversation between our agent and customer in all point of contact
(Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
followed
* Doing NPS validation and analyzing the causes for negative rating or feedback from
the customer.
Contact: Ms. Molly Montero-Manalili - +63928 662 0908
09/2012
-
04/2014
Technical Support / Admin Representative
Spi Global Philippines
Achievements/ Tasks
* Troubleshooting a variety of technical issues regarding web hosting plans and
other services
* Analyzing and providing solutions to customer about their hosting and domain
issues.
* Respond to customer queries in a timely and accurate way via phone, email or chat
* Assisted in training Junior Customer Support Representatives
* Updated our knowledge base system that help employees efficiently resolve the
problem.
* Provide customer support through written communication regarding dispute and
fraud cases.
* Doing research and analysis in resolving the customer's dispute claim, fraud cases
and other billing related issues.
Contact: Ms. Robelyn Francisco - +63947 996 0108
* Troubleshooting a variety of technical issues regarding web hosting plans and
other services
* Analyzing and providing solutions to customer about their hosting and domain
issues.
* Respond to customer queries in a timely and accurate way via phone, email or chat
* Assisted in training Junior Customer Support Representatives
* Updated our knowledge base system that help employees efficiently resolve the
problem.
* Provide customer support through written communication regarding dispute and
fraud cases.
* Doing research and analysis in resolving the customer's dispute claim, fraud cases
and other billing related issues.
Contact: Ms. Robelyn Francisco - +63947 996 0108
Local Availability
Only available in these countries:
Philippines
