Marjorie Basi

I’ve worked as a Customer Service Representative for over 3 years. I’ve provided phone support; assist customers in solving several technical issues as well as concerns regarding billing and credit cards, shipment, account statuses, refunds, compensations, and a lot more. I was also promoted as a Quality Assurance Analyst where I handled a total of 100 Customer Service Representatives. My responsibilities as QAA include:

• Ensures that the monitoring targets are continuously complied with.

• Performs documented feedback and coaching with the agent according to the prescribed timeline.

• Provides direct and timely feedback on the agents and ensures that appropriate remediation is given to improve performance.

• Conducts root-cause analysis on the overall performance of the team and implements action plans to address quality and operations problems.

• Submits accurate team reports on a timely manner.

• Reports any agent and/or team observations that may lead to performance issues.

I’ve also worked as a Human Resource Specialist, Data Entry Clerk and as a Virtual Assistant since 2013. My responsibilities include:

• Data collection (email, phone number, social media account, company name, etc)

• Online Research

• Lead generation

• Data Entry

• Google calendar management

• Organizing files

• Manage some social media accounts such as Instagram and facebook

• Performed administrative task

• Provided chat support

• Provided email support

• Appointment Setting

• Search for passive candidates

• Pre qualify applicants

• Review applicant’s resume

• Interview applicants through Skype

• Propose applicants as a qualified candidate to the client

• Assist in the overall hiring process

• Sourcing projects that focus on identifying, recruiting and forming excellent and longer relationships with the company’s clients as well as candidates. 

It’s always been my passion to deliver excellent service to my clients.