Hezron Abel Parcon-
Medinah Ave.Barangay Bata
Bacolod City
Negros Occidental, 6100
EXPERIENCE
AWARDS
Teletech Holdings Inc. – CSR/TSR
January-
Resolves customer requests, questions and complaints frequently requiring analysis of
situations to determine the best use of resources.
Teletech Holdings Inc. – Team Leader/Supervisor
-
December 2010
-
Teletech Rewards
Program awardee for Q1
and Q2 (2012)
-
Top TL for March, July and
August 2013
develop the team to ensure delivery of a consistently superior customer experience.
-
and being a focal point of dissemination of information from management to team.
Builds and develops future leaders from a group of 18-25 agents.
Top TL from February to
August 2012
-
Manage day to day planning, operation and problem-solving of a team of agents, to
Responsible for delivery of defined customer experience in every call. Communication
Top Agent January to
March 2011
-
January 2011 - 2018
meet the required service level components, standards, key performance targets, to
Top Agent (October 2010-
Top TL for January to
February 2014
-
Best FCR across all sites
(March 2014)
-
November 2018
Titan Distributors Inc. - CSR
December 2018 - Present
Answers customer’s queries through email (SALESFORCE and ZenDesk) regarding order
status, warranty claims, product information and recommendations. Responsible for
providing customer satisfaction and quality service on each email response especially
to those customers who are from Amazon and eBay.
Top Team/TL for
TRAININGS AND SEMINARS
-
Team Lead 101
-
Team Lead 201
(Advanced)
-
SKILLS
Trainer Certification
Program
-
Email Management
-
Decision Making
-
Conflict Resolution
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Ability to work under pressure
-
Time management and organizational skills
-
Microsoft Office Proficient (Word, Excel, PPT)
-
Workforce Management
-
Quality Management
(Calibrating Performance)
