Zyrell Danielle Marilao

• Auditing agents' cases and proactively address bottlenecks and quality issues
• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
• Implemented suggestions from mentors, leading to enhanced productivity and skill development
• Gained exposure to different departments, broadening understanding of business operations.

• Assist clients on their account concerns
• Respond to clients in a timely manner via phone, email, and chat
• Identify clients’ issues and assist them on troubleshooting the problem
• Provide further assistance to client by communicating on their behalf to the Internal Team
• Improves quality service by recommending improved processes; identifying new product and service applications
• Contributed to team meetings with valuable input, fostering a collaborative work environment
• Responded to customer needs through competent customer service and prompt problem-solving
• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.

• Programming and troubleshooting
• Resolve tickets submitted by IT Department
• Resolve back-end technical issues
• Gather data on integration issues and vulnerabilities and report all findings, including improvement recommendations
• Test troubleshooting methods, devise innovative solutions, and document resolutions for inclusion in knowledge base for support team use

• Deal with customers payments on their accounts.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

● Assist customers with their complaints and questions, give customers information about products and services,
take orders, and process returns.

● Answer customers questions about their orders, other concerns regarding their packages, as well as the features
of the online store’s website and application

● Prepares for customer inquiries by studying products, services, and customer service processes.

● Responds to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering
and researching information; assembling and forwarding information; verifying customers understanding of
information and answer.

● Records customer inquiries by documenting inquiries and responses in customers’ accounts.

● Improves quality service by recommending improved processes; identifying new product and service applications.

● Updates job knowledge by participating in educational opportunities.

● Accomplishes customer service and organization mission by completing related results as needed