Melanie Cabiles

MELANIE CABILES CUSTOMER SUPPORT & TECHNICAL SUPPORT As someone who can give excellent customer service with desired solutions to the customers. BASIC INFORMATION I have a total of 10 years of experience in a call center setting. I started as an agent for a retail brand and became a team leader for a Technical Company. I had the opportunity to train my own team and mold them the best agents that they could possibly be. EDUCATION Bachelor of Science in Commerce Binalbagan Catholic College 2002 PROFESSIONAL EXPERIENCE PERSONALITY HIGHLIGHTS Positive attitude Motivated Develops can-do attitude Independent worker Collaborative and efficient CONTACT DETAILS 6th Street, Paglaum Village 1, Binalbagan, Negros Occidental, Philippines-- -@mcabilesfva- Team Leader - Convergys Comcast 1 Coaching per agent per week Direct Coaching, Direct Feedback Call listening sessions for Quality Evaluation Update the Dashboard for the Scorecard's visibility Team Meeting on Product update Scrub the agents' timekeeping Scorecard Discussion to the agents Investigate and Answer Clients Escalation Issue Disciplinary Action to agents on the Violation of the Code of conduct Issuance of Disciplinary Action to agents on the Timekeeping infraction Trainer - Convergys Trains agents with Product for Amazon.com and Walmart.com Conducts and Evaluates mock calls with the trainees to measure English proficiency and product knowledge. Grades the agents based on their compliance and mock calls evaluations. MELANIE CABILES CUSTOMER SUPPORT & TECHNICAL SUPPORT Subject-Matter Expert - Convergys Amazon.com & Walmart.com Assists agents with their product inquiry Takes Escalation Calls Process replacement/refund for the customers' returns Process return mailing for the customers. Customer Support Representative - Convergys Amazon.com & Walmart.com Assist customers in looking for the items online Provide details of the item for the customer based on the website content Assist in placing an order for the customer. Provide or discuss simple billing information with the customer. Help the customers track their orders on USPS, UPS, DHL, and local carriers' websites. Contacts carriers to conduct trace of the Lost in Transit packages. Technical Support Representative - Sykes AT&T help the customer resolve their internet and email issues. set up the incoming and outgoing email server. TRAININGS & CERTIFICATES Train the Trainer - Convergys Asiatown, IT Park, Cebu City July 11, 2014 Data Encoder - Tesda September 2006 SKILLS Coaching Training Facilitation Microsoft Office - MS Word, Excel and PowerPoint Basic Design through Canva Social Media Management Search Engine Optimization Data Entry Transcription Customer Support Technical Support- Internet and email