Jessica

Jessica A. Fernandez Email:-Cell#- ​Ambitious and highly motivated Subject Matter Expert, Technical Support Rep, Customer Service Rep, Quality Assurance Specialist, and Recruitment Agent with more than nine years of BPO experience. Expertise focused on assisting agents in analyzing customer reported trouble. Proven skills in providing customer resolution to resolve internet and phone issues. Demonstrated ability to deliver high sales revenue and reach the site's sales quota. Evaluated agents call to make sure quality assurance guidelines are met. Conducted interviews for new applicants. SKILLS Technical Support Customer Service QA Management Personnel recruitment Communication Skills Sales Problem diagnosis/resolution/escalation Email Handling Administrative Support Social Media WORK EXPERIENCE: ​Quality Assurance Analyst and HR Recruitment | IQOR January 2019- Present •Evaluating agent's calls to make sure the quality guidelines are met. •Conduct interviews for new applicants. •Attending calibration with clients. •Assisting new hires in production floor. •Conducting QA sessions. •Doing weekly evaluation reports. Customer Service Representative | IQOR ​October 2016 - January 2017 •Proven effective sales skills by reaching individual sales target quota in selling apparels and home accessories. •Assisting customers in checking order status. •Contacting other departments to get customers concern resolved •Guiding customers how to process order online. Technical Support Representative / SME | Teletech Bacolod September 2009 - October 2016 •Assists agents in resolving customer's internet and phone problems . • Modem configuration, WiFi connection, browsing issues, and appointment set up for tech dispatch. •Setting up email clients, resetting passwords and creating new email accounts •Doing account verification and authorization •Instructing customers how to install their security software •Take supervisory calls to pacify irate customers.