Fritz Iresare

I wish to acquire a job as a Chat/Email Support Specialist where my skills can be utilized full time. Having a 5-year experience in the Business Process Outsourcing industry, I can confidently say that I'm great at it. Being trained under 2 of the best companies in the world greatly honed my skills as a Customer Service Specialist.

1. I've been a part of eBay where I was trained in a lot of areas. This is where I learned how to multi-task efficiently. I would be chatting with a customer, calling him at the same time (pretending to be from another department) and taking 3-5 more chats. All at the same time!

a. General Team - our team was responsible for answering almost everything about the site via email and chat.
b. Fraud Team - being a part of this team made me alert when having a transaction. This is where I learned how to spot a fraudulent transaction or person.
c. Resolutions Team - the experience where I felt I was a good judge. Whenever a customer or client makes a dispute, we get to review each case and decide on how to proceed. This is where I really got to make my judgement skills better.

2. I was also a part of Apple's iTunes Store:

a. Billing support - we mainly answered all concerns regarding our customer's billing queries. May be it a dispute or a simple question. We average 12 emails per hour.

b. Tier 2 support - after a few months, I got promoted where I felt like I was a manager. We became the highest point a customer can contact whenever an issue becomes dead-end. We literally help everyone - from all department of Apple's customer service team worldwide and customers. Language was not a barrier for us to help resolve an issue.