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@zilsaga
Flag of Philippines Baguio City, Philippines
Member since January 20, 2015
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zilsaga

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To be in a Quality Analyst Position, Technical Support Representative or Customer Service Representative position utilizing my Education and Skills with experience in a Pioneer Online/Home Based Working Environment.
$6 USD/hr
0 reviews
0.0
  • N/AJobs Completed
  • N/AOn Budget
  • N/AOn Time
  • N/ARepeat Hire Rate

Portfolio

Recent Reviews

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Experience

Large Group Talent Specialist

Oct 2015 - Jun 2016 (8 months)

- Sending invites to Freelancers within the Upwork Freelancer Pool. - Handled monitoring of online interview forms to check for qualifications/possible match. - Handled issuing of contracts to qualified Freelancers to work on the project. - Handled overseeing of the progress of the project being assigned by checking on a centralized form and sent out emails advising the Freelancers of the progress being made.

Project Manager

Jul 2014 - Jul 2015 (1 year)

- Ensured productivity of agents in production (16 Agents). - Handled communications between the agents and the Senior Operations Manager and the company owner. - Handled escalations such as returns, refunds and exchanges and the eligibility of said claims. - Handled up-training as well as coaching to agents who had a hard time in production. - Ensured roll-outs regarding new policies and procedure are implemented upon release.

Quality Analyst for T-Mobile U.S.A

Mar 2012 - May 2014 (2 years)

Quality Analyst for T-Mobile U.S.A - Monitored (Live, Remote) Agents and scored them based on their Tools Proficiency and Product Knowledge - Ensured Agents followed Policies and Guidelines set by Clients - Provided feedback in each and after every monitoring session. - Answered Escalation Calls when necessary - Back-up recruitment officer for mass hiring evaluations .

Level 3 Technical Support Rep. for Time Warner Cable and Bright House Networks USA

Apr 2009 - Jan 2012 (2 years)

Technical Support Rep. for Time Warner Cable and Bright House Networks USA - Assisted customers in troubleshooting Internet Connectivity issues. - Assisted customers in basic Home Networking configuration. - Wireless Networking Support. - Email Configuration. - Scheduling of Truck Rolls (Tech. Dispatch).

ACE Coach for T-Mobile USA

Aug 2007 - Mar 2009 (1 year)

ACE Coach for T-Mobile USA - Monitored (Live, Remote) Agents and scored them based on their English Communication skills - Ensured Agents meet specific Client metrics set regarding usage of the English language - Provided feedback in each and after every monitoring session.

Quality Analyst for Qwest Broadband

Jan 2006 - Aug 2007 (1 year)

- Monitored (Live, Remote) Agents and scored them based on their Tools Proficiency and Product Knowledge - Ensured Agents followed Policies and Guidelines set by Clients - Provided feedback in each and after every monitoring session.

Education

Bachelor of Arts in Mass Communications Graduate

1997 - 2000 (3 years)

Bachelor of Arts in Mass Communications

1995 - 1996 (1 year)

Certifications

  • US English Level 1
    93%

Verifications

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