Eva Stella Pardillo

Well. I’ve been working for the past in an office based company for 10 years as a technical support representative, quality coordinator and handle the quality team for a year for an internet service provider. During that time I’ve been trained and certified on a number of different technical support issues and solutions, promoted as senior technical support, to quality assurance coordinator up until as quality coordinator's team lead. I also worked from home as an appointment setter (generates leads) for less than a year, data miner and work order updater for a year.
I'd really describe myself as a person with a versatile skill-set, a lot of energy and integrity, resilient, can work with less supervision, and has the willingness to go the extra mile to satisfy a customer. Perhaps the best way to let you know that I have been awarded as best agent, best quality coordinator and quality team lead.
Please take a look at some of my duties and responsibilities for your reference of my application.

Work Order Updater-Duties and Responsibilities:
➢Updates clients’ worksheet with the recent interior and exterior maintenance photos.
➢Updates clients’ bill that matches the work being done by the maintenance staff.
➢Generates data for leads.

Appointment Settler: Duties and Responsibilities
➢Contact leads over the telephone to generate appointments.
➢Updates data base for every successful leads.
➢Sends daily report to supervisor.

Quality Assurance Team Lead -Duties and Responsibilities:
➢Communicates clear vision and goals to the team.
➢Translate Account operational goals to departmental goals.
➢Clearly defines team roles on the account and communicates the expected contributions from the the team.
➢Responds escalations and ensures follow-through within the specified time frame.
➢Ensures strategic/action plans are realistic, comprehensive, and effective in meeting account goals.
➢Ensures accuracy, thoroughness, and professionalism in team’s output.
➢Schedules monitoring calibration sessions as required or directed.
➢Updates the team on any issues or concerns that affect the account or the site.
➢Network with operations and training leads on account improvement initiatives or opportunities.
➢Ensures all new hired agents are oriented on the account quality requirement and processes.
➢Troubleshoot barriers; develop action plans, and direct efforts to sustain progress.
➢Reviews quality performance on a daily, weekly, cyclically, and quarterly basis.
➢Develop clear, concise and accurate reports.
➢Oversee the development of project plans and milestones to ensure crisp execution.
➢Demonstrate the ability to mix the talents and skills of others to form high-performing team.
➢Continuous improvement of all quality processes through regular review for effectiveness.
➢Incorporates client updates on all QA processes or procedures in a timely manner.
➢Participates in SSE activities and responds to its requirements.
➢Ensures that the team is sufficiently-staffed to provide a quality service to the team.
➢Regularly reviews staff performance and conduct PEP sessions.
➢Participates in site wide initiatives or programs.
➢Perform other tasks as designated by the QA Operations Manager.

Senior Technical Support:Duties and Responsibilities:
➢Receives inbound calls from Tier 1 and customers.
➢Performs outbound calls for disconnected and escalated calls.
➢Performs troubleshooting issues both from tier 1 and escalated calls that are within scope of support.
➢Offers internet speed upgrades and other ISP bundled products ( anti-virus, internal geek squad, etc.).
➢Transfer the call to sales once the customer agrees to the terms and conditions of the add-on products.
➢Provides feedback to supervisor for unknown issues.
➢Brainstorms with supervisor and teammates on how to resolve unknown issues.
➢Send daily accomplished reports.

Technical Support Tier 1:Duties and Responsibilities
➢Receives inbound calls from customers.
➢Performs outbound calls for disconnected calls.
➢Performs troubleshooting issues that are within the scope of support.
➢Offers internet speed upgrades and other ISP bundled products ( anti-virus, internal geek squad, etc.).
➢Transfer the call to sales once the customer agrees to the terms and conditions of the add-on products.
➢Provides feedback to supervisor for unknown issues.
➢Brainstorms with supervisor and teammates on how to improve call handling skills.
➢Escalates issues to senior technical support team for unresolved and unknown issues.

Now I’m looking to take my career to the next level and move out of out on an office based company so I can save time since my place will take about 2-3 hours for me to arrive at my office due to heavy traffic.

I am hoping to hear a feedback from you soon.