*Responsible in gathering, preparing the materials, and writing the call flow script for the call outs used for each specific campaign and at the same time loading it into the system
*Preparing summary reports with a detailed presentation on the percentage breakdown on the results of the surveys
*Providing the necessary call skills training for each representative
*Ensuring transaction quality by monitoring calls made by the representatives, providing them scores in accordance to set quality guidelines, and providing them the necessary feedback on both the good points and areas for future improvement.
*Serving as the point of escalation between business managers of each vendors and the representatives for any issues
*Administrative tasks include monitoring mailboxes, preparing daily summary reports sent to business clients, and facilitating trainings for process changes
· Customer Service Representative- February 2007 – January 2008 |
