Leonalyn Talusan

Hello. I just wanna share some of my experiences. The most recent one was an SME at Collective Solution Philippines, Commonwealth, QC., I assisted agents about their questions, approvals, supcalls and more. I also set up meeting with agents so we can discuss the product updates, their performances, additional knowledge to hit their KPIs. I usually use Microsoft Excel with my EOD reports, attendance, and agents' score cards. I also did some call listening (live) and call audits, one on one coaching or sometimes a triad with a supervisor and the agent. I was top 2 performer in our account when I was an agent. Then before this, I was a customer service representative in at Probe Group Philippines, this was a logistics account where in we are receiving calls from the customer who missed their deliveries. We are assisting customers who wanted to request redelivery or if they just wanted to pick up the parcel into a specific depot or partnered store. We also process return to sender, cancelation of pickups and scheduling pickup if the customer is the sender.