Jessie James Pelisan

Experienced Customer Service/Technical Support Representative and Seasoned Quality Assurance Analyst with 11 years of BPO experience (6+ years as CSR/TSR and 5+ years as Quality Analyst) who exhibits a professional, excellent communication and interpersonal skills. Skilled at providing world-class and seamless customer service experience that focuses on timely and accurate results, via phone, email or chat. Skilled at monitoring and evaluating both verbal and written customer contact by agents while providing substantial coaching for success in executing best in class service to customers. Excellent in presenting and conducting Quality Talks that provides updates and addresses process, policy and knowledge gaps for agents.

Core Qualifications :

• Providing excellent customer support via phone, email and chat
• Scheduling appointment with accurate details and information
• Troubleshooting schedule appointment conflicts and issues
• Providing customer follow up via preferred communication lines
• Collaborating with other department and support lines to provide efficient and effective resolutions
• Handling complaints and escalations
• Providing insightful feedback to improve operational processes
• Deliver quality coaching feedback to Agents, Team Leaders and Operations Manager
• Monitors and evaluate customer experience, feedback survey and forms
• Exceptional listening and analytical skills
• Can prepare detailed management reports
• Critical thinker, positive mind, result oriented and flexible
• Subject Matter Expert
• Customer Resolution Expert
• Complaint Resolution Expert
• Building Customer Loyalty