Customer Experience Analyst - Telus Digital
(2022-05)
As a Customer Experience Analyst, I am responsible for evaluating and improving the customer journey across various touchpoints in order to enhance customer satisfaction, loyalty, and overall experience. Below are the key responsibilities typically associated with this role:
- Conducted quality assessments of customer interactions across voice, email, and chat channels to ensure compliance with service standards.
- Analyzed customer feedback and interaction data to identify trends and provide actionable insights for service improvement.
- Collaborated with operations and training teams to recommend process enhancements and address performance gaps.
- Delivered performance feedback and coaching to agents, contributing to improved customer satisfaction scores.
- Monitored KPIs such as First Contact Resolution (FCR), CSAT, and QA scores to drive quality initiatives.
- Prepared and presented reports on customer experience findings for internal stakeholders.
- Ensured strict adherence to company policies and regulatory compliance in all evaluated transaction
Customer Service Representative - Telus Digital
(2015-04 - 2022-05)
(Voice, Non-voice, and Outbound Sales Accounts)
- Handled customer inquiries and concerns via phone, email, and chat, delivering timely and accurate resolutions.
- Provided product and service information, effectively addressing client needs and improving customer satisfaction.
- Managed billing issues, account updates, and service requests in accordance with company procedures.
- Maintained high levels of professionalism and empathy in every interaction, contributing to strong CSAT scores.
- Documented all customer interactions in CRM systems (e.g., Salesforce, Zendesk, Bliss, TeamDot, MS Outlook, ATOS, LiveOps, Bliss phone, OUOP, Knowledge Nuggets etc) to maintain accurate and up-to-date records.
- Participated in ongoing training sessions to stay updated on products, promotions, and compliance standards.
- Met and exceeded performance metrics such as AHT, FCR, and quality assurance ratings.
- Supported new team members through peer mentoring and sharing of best practices.
Customer Service Representative - Infocom Technologies. Inc./SPI
(2011-07 - 2015-05)
Credit Investigator Officer - Business Corporate Connection
(2010-03 - 2011-04)
Stitcher - Laws Textile Phils. Ltd.,Inc.
(2007-04 - 2007-10)
Sales Representative - Visual Mix Inc
(2003-01 - 2004-12)
Quality Control Officer - Yaweh Enterprises
(1997-05 - 2001-11)
