Flormina Quizon

I have been working with the Customer Service Industry for more than 10 years and eventually mastered my craft leading my career and passion to the Training & Quality aspects of the business. Through my years of work, I have gained an extensive background and experience in handling any customer service related concerns, strong foundation of knowledge on how to handle and interact with different type of customers. Experienced in answering and resolving client complaints posted and sent through social medias, legal offices and direct complaint expressed via company's channel of communications- phone, chat or email. I have worked closely with Operations in evaluating how well employees handle customer transactions through quality audit & monitoring. I am also responsible in answering and resolving client complaints posted and sent through social medias, legal offices like BBB and direct complaint expressed via survey sites like survey monkey, surveys done via olark chat, trustpilot and all others I prepare reports and provide presentation contents that my Manager needs for monthly business reviews, I also attend weekly meetings in his behalf and most of the time supervise the Training & Quality people since my Manager has a different schedule with the rest of the team I have done several projects and all of it were accomplished through hard-work and dedication to my craft. These projects were created to ensure learning and development were passed on to agents to enhanced their customer service skills. Training materials that would prepare employees in showing confidence under difficult scenarios when dealing with customers and projects that recognize and acknowledge good performance of employees. Sample project I created for my past employer is to introduce a more improved QA Form that will be used for quality monitoring and agent’s assessments. I create different training materials and huddle memos for any new products and services or any changes on the company’s policies and processes. Programs and projects that would boost the morale of the employees and would motivate them in performing well with their tasks and responsibilities regardless of line of business. Created email templates, suggested scripting’s and canned messages that will be used by the CSA when interacting with customers via phone calls, live chat and email and projects that recognize and acknowledge good performance of employees. I am trained working with a team and at the same time I am experienced to handle tasks with minimal supervision. I would like to join a company that is looking for someone ready to work full-time and most importantly a company who would give chances to employees to showcase their skills towards being a part of the growth and progress of the business.