I am Jhay

Customer Service Representative

Tier 2 Customer Service Representative

• Functioned as a customer service representative handling complicated member issues, e-mail escalations, billing, shipping, and product concerns. Also handled Twitter DMs, Facebook Messenger DMs, and IG DMs.

Customer Service Representative – Point of Contact

• Functioned as the team’s point of contact for queries on how tickets should be answered and validates responses/workarounds. Works closely with the team supervisor to help better improve team’s performance or resolve conflicts, and acts as the team lead when the supervisor is not around. Manages team’s noise level, performance, productivity, and reprimands behavior. Makes sure updates are posted, cascaded and discussed.

Customer Service Mentor

• Functioned as a mentor to other teams especially in the absence of a team’s supervisor/manager. Tasked to assist queries of team members, conducts fun games during low-volume days, helps in preparation for team recognition day every month, and helps in training new hires in the brand.

Tier 1 Team Supervisor

• Manages a team of customer service reps under the Tier 1 department. Conducts timely and weekly coaching for attendance, productivity, and quality scores including CSAT. Assists the team with queries. Makes sure the team is providing quality service and meeting benchmarks set by our clients.

Tier 2 Team Supervisor

• Manages a team of customer service reps under the Tier 2 escalations department. Conducts timely and weekly coaching for attendance, productivity, and quality scores including CSAT. Molds agents to be future leaders in the brand. Assists the team with queries. Makes sure the team is providing quality service and meeting benchmarks set by our clients. Monitors inboxes – Emails, Twitter DMs, Tweets, Instagram DMs, Facebook messages, and live chats.