Customer Service QA Manager, Head Trainer, Team LeaderCustomer Service QA Manager, Head Trainer, Team Leader
Jade
$2,100
per month
($12/hour)
Profile Description
I have a total of 12 years of solid experience in customer support via phone, email, and chat for different products and services, 8 years in e-commerce, 3 years in telemarketing, 2 years in data entry, and 1 year in recruitment. I have gained 2 years of experience as Customer Service Quality Assurance Manager, 2 years as Customer Service Head Trainer, and 4 years as Customer Service Team Lead. I have been familiar with and have used: Slack, Shopify, Google Docs, Google Sheets, MS Office, Ama...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Human Resources
Sales & Business Development
Specialized Skills
Virtual Assistance & Admin
Work Experience
Junior Recruiter Team Leader
Somewhere Philippines
Nov 2024 - Jan 2026
Key Achievements:
- Screen resumes and shortlist qualified candidates - Facilitate typing assessment and video introduction requirements - Maintain and update applicants’ status in the CRM
Live Chat Operator
Approachment
Aug 2023 - Oct 2024
Key Achievements:
- Assist customers through a live chat system for different products and services, such as legal concerns, customization on Amazon listings, vintage cars for buy and sell, aircraft parts and engines, and more.
Customer Service Quality Assurance Manager, Troubleshooting Team Lead, & Head Trainer
Skylight Frame
Oct 2019 - Oct 2024
Key Achievements:
- An eCommerce company that sells digital frames and digital calendars in the US, Canada, and a few countries in Europe - Delegate tasks, motivate the team, coach, and manage agents’ performance. - Responsible for onboarding, training, and monitoring incoming customer service representatives. - Oversee and develop overall quality standards in the customer service department. - Create macros, audit tickets, and provide coaching to all agents weekly. - Review DSATs and escalated tickets for coaching and improvement of customer service in general. - Provide weekly QA updates and conduct weekly reports to the CS Manager and Director of CS.
Customer Support Team Lead
PopUps Direct
Nov 2018 - Mar 2020
Key Achievements:
- Customer service via email and chat for a company that mainly sells phone popups in the United States and some parts of Asia. - Respond to customers’ order inquiries, shipping issues, order cancellations, and refunds via email and chat. Assist with escalated issues and send weekly reports to the owner of the company
Senior Customer Service Representative
Awesome OS - ipsy
Aug 2016 - Sep 2018
Key Achievements:
- Customer service via email for a beauty products sampling company based in San Mateo, California. - Respond to customers’ inquiries in a timely and professional manner. - Track and follow up on all customer requests to ensure a high level of customer satisfaction. - Answer open tickets for agents on days off. - Acting lead if the Team Lead is on leave.
Senior Technical Support Representative
Sundial Communications
Mar 2015 - Jun 2016
Key Achievements:
- Technical support for an internet service company based in Colorado, USA. - Monitor service areas for all of our clients and provide immediate fixes for Wi-Fi issues. - Provide proactive troubleshooting if major issues occur or network outages. - Respond to existing customers’ inquiries and send outreach emails to the new prospective serviceable areas.
Technical Support - Subject Matter Expert
Teleperformance Philippines
Jan 2013 - Feb 2015
Key Achievements:
- Technical support for a cable, internet, and telephone service company called Comcast that is based in the United States. - Troubleshoot issues over the phone, assist repeat callers with multiple issues, and process ticket escalations. - Assist newbies and acting supervisor if the Team Lead is not around
Data Entry Specialist
Total Attorneys & Law QA
Jul 2011 - Nov 2012
Key Achievements:
- Data entry specialist for a website exclusive to attorneys and their clients, all based in the United States. - Research lawyers’ information from all over the US to integrate into the website.
Sales Representative
Xyberlink Contact Solutions
Sep 2009 - May 2011
Key Achievements:
- Cold calling for different products and services