Sheryl Samson

Sheryl Samson Bacolod City, Philippines,- -- CUSTOMER SERVICE / TECHNICAL PROFESSIONAL More than 10 years’ successful experience in customer service and technical support with recognized strengths problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills. Excellent working knowledge using windows XP, Windows Vista, Windows 7 and Microsoft Offices tools. Ability to train, motivate, and supervises customer service employees. A team player, acknowledged as “Total Quality Customer Service Professional”. Develop plan, conduct audits, process payroll reports and filings, and maintain/update accurate inventories. Employment Teleperformance Bacolod City February 17, 2014 – Present QA Reports Analyst Develops and distributes daily and weekly reports across all sites. Provides administrative support for all persons across all sites globally supporting the project on a as needed basis. Updates, records, and organizes materials/templates to maximize work efficiency. Provides front line assistance and support for clients and other managers. Teleperformance Bacolod City November 19, 2013 – February 17, 2014 Expedia.com/Hotels.com - Flex KPI Analyst Reports and trends customer satisfaction and other operational metrics on a daily/weekly/monthly/quarterly basis; produces daily/weekly/monthly/quarterly management reports. Interprets operational trends and makes recommendations for possible improvement strategies based upon customer satisfaction trends by center, line of business, etc. Coordinates data feeds with Operations to provide data for analysis. Builds relationships with on-site Operational teams to understand current operational processes and identify possible gaps that may be contributing to lower customer satisfaction results; serves as an extension of the Operational team. Stays abreast of the accounts practices for customer satisfaction and incorporates the use of this knowledge with client recommendations. Monitors customer service representative calls to ensure accurate and consistent information is delivered to the customer in a courteous and responsive manner. Provides feedback and call monitor results to appropriate team leaders, Accm’s, Acm , Director , Quality Assurance and Training Department for reference and to identify ongoing training needs and to assist in improving the delivery of information and service to customers. Responsible for assuring Customer Satisfaction through regular auditing of phone calls and providing feedback to improve customer experience. Provide suggestions for improvement based on analysis of management information. Review support documentation and processes and suggest improvements based on customer feedback. Liaise with operations to coordinate and progress customer requests. Teleperformance Bacolod City January 10, 2012 – November 19, 2013 Expedia.com – Customer Service Books transportation and hotel reservations , computes cost of travel and accommodations Arranges flights, insurance, accommodations and other travel services for customers. Converses with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required. Collecting and processing payments for booking or any changes. Dealing with complaints or refunds. Assist customers for issues involving voluntary change, airline initiated changes or due to extenuating circumstance change. TeleTech Bacolod City May 2011 – Dec 30, 2011 DSL – Technical Support Provide over the phone assistance and step by step procedure in setting up and authenticating the modem to get internet connection for consumers in US and Canada Assist customers in connecting devices ( DIRECTV, computers, game consoles ) through the modem to get internet connection Walk customers in setting up supported email clients on their devices (laptops, desktops, iPhones, Ipads etc ) Walk customers in downloading software provided and supported from the web for their particular services. Walk customers in creating and migrating previous emails to the new Internet Service Provider. Walk customers in setting up home networks (wired and wireless connection) in line with supported soft wares. Provide solutions for customers having internet issues and concerns (disconnection, transfer of services, network problems etc. ) TELUS International Philippines Inc. Fort Bonifacio, Global City, Taguig June 9, 2010 - Feb 22, 2011 Samsung Telecommunication of America / Samsung Electronics of America Program Coordinator Supports the operations Director, Operations Managers, and/ or the Assist Operation Managers in the rollout of account initiatives by establishing accountability for administrative needs. Provides administrative support for the account/ program by coordinating with various internal departments (i.e. Quality Assurance, Training, Human Resources, Compensation and Benefits, Workforce) Seek immediate action and resolution to administrative concerns, inquiries and issues of the account by accurate gathering and cascading of information to applicable units / Departments. Provides administrative assistance to all associates within the account. In-Charge of On-boarding of all accesses for the different BPO LOBs. Updates account / LOB files. TELUS International Philippines Inc. Fort Bonifacio, Global City, Taguig September 10, 2008 -June 9, 2010 Samsung Telecommunications of America Technical Support Representative Provide over the phone technical and software support for issues concerning all Samsung cell phone models supported for US. Boost the teams’ goal of quality support by providing individual coaching and feedback to team members that focus on improving customer satisfaction, communication skills, and technical ability. TELUS International Philippines Inc. Fort Bonifacio, Global City, Taguig August 2007- September 9, 2008 XBOX 360 Hardware Technical Support Representative Provide over the phone troubleshooting, connection and resolution for Xbox 360 Console. E-PLDT Ventus January 2007-July 2007 (Circuit City) Online Account Customer Service / Technical Support / Sales and Upsell Services Responsible for processing or placing customer orders online and over the phone for electronic devices, gadgets and home appliances. Provide information, troubleshooting and application/ networking set up for laptops, desktops, gaming consoles and big screen TV purchases. Up sell of accessories and other services needed for each product. TRAININGS : JUMP Training Teleperformance – Bacolod City July – August 2013 JUMP! is a development program created to identify and prepare high-potential employees to take on leadership positions in the company. The objective is to prepare employees to become leaders: from agents to supervisors, from supervisors to coordinators and, finally, from coordinators to managers. The JUMP! Program is based on a training program that offers technical and behavior training, as well as personal development plans. The development of skilled group of employees is a strategic move for Teleperformance. It guarantees the recognition of talents, the quality of leadership and the best possible use of our training methodologies. The program makes clear to all of our employees what the company expects from them and how they can grow with us. Teleperformance also offers employees special support and orientation in the development of their career plans. Social Responsibility Citizen of the World (COTW) - Teleperformance's charitable initiative to help the world's most vulnerable infants and children meet basic survival needs and ultimately reach their individual potential. The company’s multi-faceted commitment includes funding and sponsorship for abandoned baby shelters in developing countries, de-worming and other medical supply needs, food provisioning, computer donations to impoverished schools, clothing and toy donations, and victim transport funding.