Lirag - Cruise Line Worker - Batangas, CALABARZON, Philippines

Ronalyn Lirag

Batangas, CALABARZON, Philippines

Services

Cruise Line Worker

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Technical Support Representative

West Contact Services, Inc.

From June 2012

* Identifies subscriber needs and provide prompt resolutions to inquiries and general information
* Assists subscriber with configuration, installation of hardware and software and troubleshooting of supported products.
* Utilizes more complex machine, including word processor or personal computers
* Identifies subscriber issues requiring escalation and follow through with resolution
* Captures information, document contacts and enter data in a timely and accurate manner.
* Extracts and compiles a range of data from written sources, from individuals by asking questions or from one or several given databases, limited interpretation of data.
* Performs other duties and responsibilities that maybe assigned from time to time.

Team Lead

ALORICA Pacific Rim

March 2011 - June 2012

* Ensure that all technicians are using the tools supplied for them.
* Report any disciplinary or other issues that need to be dealt with at management level to his/her immediate Operation Supervisor or Shift Manager.
* Observes all schedule adherence policies and procedures.
* Provide extensive technical training to further develop knowledge acquired from product training and address shortcomings and challenges.
* Teach agent to follow standard operating procedures for effective troubleshooting by means of analysis of the problem, isolation and execution for a possible resolution.
* Review current company and client policies, real time rollout of updates and ensure compliance according to standards.
* Monitor agent's progress by:
- Computing daily metrics (Absenteeism, QA Scores and AHT)
- Submitting deliverables at a daily and weekly basis.
* Analyze agent's performance, identify required actions necessary to achieve service level and quality targets.
* Provide agents with real time technical resolution option.
* Conduct a daily post shift meeting to all new hired agents.

Operation Supervisor

Advanced Contact Solution Inc.

July 2008 - March 2011

* Ensure that all technicians are using the tools supplied for them.
* Report any disciplinary or other issues that need to be dealt with at management level to his/her immediate Operation Supervisor or Shift Manager.
* Observes all schedule adherence policies and procedures.
* Provide extensive technical training to further develop knowledge acquired from product training and address shortcomings and challenges.
* Teach agent to follow standard operating procedures for effective troubleshooting by means of analysis of the problem, isolation and execution for a possible resolution.
* Review current company and client policies, real time rollout of updates and ensure compliance according to standards.
* Monitor agent's progress by:
- Computing daily metrics (Absenteeism, QA Scores and AHT)
- Submitting deliverables at a daily and weekly basis.
* Analyze agent's performance, identify required actions necessary to achieve service level and quality targets.
* Provide agents with real time technical resolution option.
* Conduct a daily post shift meeting to all new hired agents.

Technical Support Representative

Advanced Contact Solutions Inc.

November 2006 - July 2008

* Identifies subscriber needs and provide prompt resolutions to inquiries and general information
* Assists subscriber with configuration, installation of hardware and software and troubleshooting of supported products.
* Utilizes more complex machine, including word processor or personal computers
* Identifies subscriber issues requiring escalation and follow through with resolution
* Captures information, document contacts and enter data in a timely and accurate manner.
* Extracts and compiles a range of data from written sources, from individuals by asking questions or from one or several given databases, limited interpretation of data.
* Performs other duties and responsibilities that maybe assigned from time to time.

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