Nathaniel Tabayoyon

My customer service work experience started way back 2013 when I worked as a specialist for BPO companies and personal VA roles handling BIG INTERNATIONAL BRANDS AND LOGOS from different industries like food delivery, ridesharing apps, money transfer/financial accounts, cable and telecommunications, retail, fashion, and many more.

My expertise in customer service is in depth which was honed by world class trainings and and years of experience. My ability to understand and empathize with different issues and concerns are posed in customer interaction that I have been to.

Well-versed in the following responsibilities:

-Customer support through non-voice and voice channels

-In depth knowledge and experience in email support, multiple live chat handling, and call handling

-Exceptional skill in ensuring customer satisfaction (handling escalated calls for the frontline agents)

-Team management of agents up to 25 headcount

-Team performance review, KPI evaluation and agent performance coaching

-Excellent in English written and verbal skills

-Customer feedback and concern management for an eCommerce store

-Experience in training new employees up to 20 heads about product related and customer handling topics

-Billing inquiries, refund processing, account updating, and customer retention

-Creation of action plan for failing scores

-RCA for detractors and performance evaluation

-Knowledge base maintenance and creation

-Tier 2 and Tier 3 support

-Dashboard maintenance and creation

-Product help line maintenance and overall support

-Data analytics for weekly, monthly, and quarterly reports

Proven track record and experience in the following tools:

-Zendesk

-Zopim

-JIRA

-GSuite

-Microsoft tools (Excel, PowerPoint, Word)

-Trello

-Shopify

If you wish to know more about me, you can also check my LinkedIn account. I look forward to work with you and BECOME THE ASSET your company could have been looking for so long.