Michelle P Saw

MICHELLE P. SAW 450 R. Palma St. San Pedro Morong Rizal-/- Demonstrate sense of urgency in busy call center environments in both retail and telecommunication industries. Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty. Demonstrate outstanding problem solving and active listening skills- and able to diffuse difficult customer situations with tact and ease Acknowledged for unwavering commitment to providing exceptional customer service. September 2013-January 2014 Results Companies VMU-Sprint Prepaid-Team Lead Provides support in 2 LOB’s, Assurance wireless (Lifeline account) and VMU. Consistent coaching and monitoring to agents to address negative behaviors that can impact performance. Ensures employee satisfaction towards negative attrition Monitors major KPI’s which is CSAT and AHT hourly. February 2008-September 2013 Teletech Customer Care Management United Airlines- Reservations Specialist Assists customer in booking flights which includes quoting fares and all applicable fees. Provides general information such as general baggage policies (for both carry on and check in baggage), FLIFO (Flight Information), and special services such as pet accommodations, wheelchair request, meal request, and unaccompanied minors. Interacts with travel agencies (such as Hotwire, Priceline, etc) in providing customer needs and modifying reservations. Telstra- Team Lead Provides technical support for mobile phones, tablets and internet issues (external modem, embedded laptop, pocket wifi) Provides floorsupport for agents needing assistance which includes supervisory calls. Provides consistent monitoring by checking all metrics on a daily basis and coaching to all members of the team. Conducts RCA for continuous improvement and growth of the team and the program. Monitor attendance and addresses possible behavioral issues of team members Provides feedback, inputs and commitments to higher management. November 2006-February 2007 Alorica Philippines Panasonic- Customer Service Representative Interacts to customer in purchasing certain parts of their devices or appliances. (Example glass plate for microwave, battery for their Panasonic handsets etc). EDUCATION St Mary’s College, Meycauayan Bulacan Bachelor of Commerce Major in Financial Management, 2005