Ronnie Jane Austria

Professional Experience Peak Support May 2017 – present (Freelance) Job Description: Associate Email support for a private social media network that focuses on hitting the goals (cases per hour, quality assurance, and customer satisfaction). VXI Global Solutions April 10, 2011 - May 20, 2017 Walter Mart, 8001 North EDSA, Project 7, Quezon City, 1105 Metro Manila Job Description: Team Leader (May 2016 to May 2017) Leading Escalation Desk that handles escalation calls including chronic callers, second level support, and advanced troubleshooting. Handle team and account performance reports. Data analysis to develop strategies to reach the account’s performance metrics. Team development through coaching and conducting training. Client relation. Job Description: Subject Matter Expert / Escalation Desk (October 2014 to April 2016) Provide support regarding product knowledge and issue resolution. Handle agent escalation calls including customer asking for a supervisor. Assist Team Leader in team management including coaching and monitoring team performance. Conducting training for account updates and refresher. Job Description: Account Associate (April 2011 to September 2014) Provide customer service support via phone including: Diagnose and resolve technical issues regarding their internet, IPTV, and VOIP. Billing and order issues. Retention. Convergys October 22, 2007 - April 5, 2011 31F Cyberzone Bldg Cyberpark Eastwood City E. Rodriguez Ave. Bagumbayan Libis, Quezon City Job Description: Technical Support Representative Provide customer service support via phone and chat including: Diagnose and resolve technical issues regarding their computer (hardware or software)