Soraine Banglan

Hello,

I am an experienced Call center Quality Analyst/ Customer Service Specialist seeking for a full-time position as a General Virtual assistant where I can help busy executives with their data entry, email/ calendar management, manage social media account, general transcription, customer support, internet research, email support and other administrative tasks while improving my own skills.

I had 3.5 years in a call center industry - 10 months as a technical support agent for one of the largest US cable provider where I remotely help consumers resolve their cable issues, promotes additional service highlighting the product/service features and the benefits they can have, and setting up technician dispatch if the troubleshooting did not resolve the issue.

6 months as a customer service representative for one of the US largest insurance company specializing in dental insurance where I make sure to provide excellent customer service by providing accurate benefit information and making sure to do research on some complicated issues like overpaid claims, denied claims and pending claims to provide proper resolution and first call resolution. I have strong accountability and I know when to escalate the case to the proper department.

As a fruit of my hard work and dedication, I was promoted to be a Quality Analyst where I help the company make sure that our representative is following the proper phone etiquette, improves call handling by suggesting processes on how to improve some areas of opportunity while maintaining accuracy of information, helping the team drive their quality performance by sharing knowledge, best practices based personal experiences and learned experience during our collaboration with our onshore counterparts.

I am skilled in:

Customer service (Phone Handling and email)
Multi-tasking
Learning new tools
Proficient in google docs
Internet navigation
Microsoft Office (Excel, Word, PPT, and Outlook)
web research
general transcription
email handling
Data Accuracy
CANVA

I am looking for a suitable position within a growing company that will give me the opportunity to shine in my areas of expertise. In addition, my goal is to continue learning and develop my skills in a sustainable career.