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Customer Service Representative / Quality and Sales Analyst

I've been working in the customer service industry for 7 years. I started as a customer representative assisting various customer demands both for voice, chat and email support. I handled customer service calls for billing, technical support and cross-selling for sales related demands.

In addition, I was promoted as a Sales and Quality Analyst for Telstra International Philippines. For the past 5 years, I performed quality monitoring works. The following are my scopwmof responsibilities :

• Conducts routine monitoring of inbound calls, live chats, messaging, and customer surveys for all areas related to business and residential services.

• Attends and participates in client and internal meetings.

• Creates analysis of quality monitoring results to establish patterns and trends within the business and took research findings to make recommendations for business improvements.

• Facilitates call calibration sessions for clients and production leaders to ensure adherence to process guidelines.