Athens Barnido

ATHENS BARNIDO Cagayan De Oro, Philippines P : - E :-in : https://www.linkedin.com/in/athensbarnido-92a3a616a OBJECTIVE My objective is to leverage my experience while continuing to be challenged. I have more than 2 years of experience in customer ser ce working for international clients. With my skills, experience and passion I can implement e ective customer ser ce strategies at local and global levels. Personally, I have the drive and determination to consistently achieve success as a leader in the organization that I have worked with. EXPERIENCE TELEPERFORMANCE January 2020 - Present Operations, Super sor Prepares call center representatives to respond to customer questions and complaints and troubleshoot problems with ser ces or products. Ensures agents understand and comply with all call center objectives, performance standards, and policies. Answers agent questions regarding best practices or di cult calls. Identi es operational issues and suggesting possible improvements. Monitors and evaluates agent performance, pro ding learning or coaching opportunities, and taking corrective action, if necessary. Prepares reports and analyzing data to assist management as they determine call center goals. Work with other super sors and management team members to support agents and maximize customer satisfaction. July 2019 - December 2019 TELEPERFORMANCE Customer Resolutions Expert Tier II - Escalations Take over complex issues/cases that needs high escalation. Coordinate with the Site Business Support Managers for client demands, updates and escalations. Coordinate with the managers and super sors in the market I'm directly supprting to analyze and help with the agents' performance. Real time support / oor walk February 2019 - June 2019 TELEPERFORMANCE TSR Tier II Pro de technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. October 2018 - January 2019 TELEPERFORMANCE CSR Manage incoming calls and customer ser ce inquiries. Identify and assessing customers' needs to achieve satisfaction LANGUAGE Filipino, English Signature: Athens Barnido