SupportSave Solutions, Inc.Subject Matter Expert
Jun. 2009 - May. 2012Cebu City, Philippinesº Handled Tier 2 and 3 real-time escalations for chats, e-mails, and calls. Investigate critical technical issues and cascade solutions to the team.
º Reduced call abandonment rates and achieved high first-call resolutions.
º Acted as Quality-Assurance analyst, coached, advised, and guided call center agents based on audit findings, and delivered performance feedback.
º Team’s go-to person for technical agents’ queries and clarifications regarding products and processes.