Sheila Mae Maitim

Sheila Mae E. Maitim Km 9 Blk 5 Puan, Davao City Davao Del Sur, Philippines-- Skills Experienced Customer Service/Technical Support Representative and ​Quality Assurance Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at providing world-class customer service experience in a timely and accurate way, via phone, email or chat. Skilled also at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge. Core Qualifications : Deliver coaching feedback to agents and team leaders Conduct and evaluate customer feedback survey and forms Exceptional listening and analytical skills Can prepare detailed management reports Critical thinker, positive mind and flexible Complaint Resolution Expert Building Customer Loyalty Up-selling Experience April 2019 - August 2020 iQor, Sobrecarey Davao City​- ​Quality Assurance Analyst ● ​Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices ● ​Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement ​● Writes fundamental documentation in a clear, concise manner and according to standards ​● Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls ● ​Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center ● ​Conduct customer interaction and ticket reviews, and complete evaluations February 2016 - March 2019 Ibex Global, Lanang Davao City ​- ​Customer / Technical Support Representative ● ​Interview clients to gather information useful in providing recommendations and solutions ​● Provide daily technical support services for information technology establishments ​● Document and track customer issues using a ticketing system to ensure quick resolution ​● Maintain the security and integrity of company database by setting access controls ​● ​Explain highly technical details to customers using simple understandable terms ​● G ​ uide and direct the activities of less experienced tech support personnel November 2014 - December 2015 VXI Global, Ecoland Davao City​- ​Billing and Sales Representative ● ​Conduct periodic billing audits to maintain accuracy in work ● ​Analyze the unpaid claims and denials and investigate the reasons for nonpayment ​● ​Make a list of unpaid claims and communicate with the debtors to find any possibility for payment ● ​Perform clerical functions of filling up forms and submitting them with the authorities ​● Study the contractual terms and conditions of payment ● ​Make sure certain payments are consistent with the terms August 2014 - November 2014 Dynata ​(formerly, SSI)​. Robinsons Delta Davao City​- ​Market Research Interviewer ● ​Explaining the purpose of the research ● ​Asking a set of scripted questions to gauge people's attitudes towards a particular product, service or issue ● ​Conducting interviews over the telephone to participate as respondents in the survey or project ● ​Recording responses on a computer or questionnaire ● ​Carrying out a set number of interviews to meet a target