Liezle Lacson

EXPERIENCE

Concentrix, Alabang, Muntinlupa — Subject Matter Expert

February 2021

Customer Support Phone/Chat Representative (February 2021 - May 2023)

· Handled outbound customer calls and chats everyday with a focus on issue resolution and customer satisfaction

• Resolved customer inquiries, complaints, and order issues efficiently

• Educating customers about products, services, and policies and how to request for refunds

• Meet and exceeded KPIs, including call/chat handling time, customer satisfaction rate, and quality assurance scores

Subject Matter Expert

· Serve as a primary resource for frontline agents, providing expert support via phone, chat, and email to resolve complex customer issues.

• Analyze and resolve process-related issues; recommend effective solutions

• Provided virtual, real-time support to internal team members on all M2M-related process and operational queries

• Maintained and updated a knowledge base of frequently asked questions and best practices to improve team self-sufficiency.

• Act as point of contact for Supervisor-related concerns and communication