Angelica Brown

Quality Analyst/Trainer - Balboa Digital - Pasig City Manila

(2017-09 - 2021-12)

Monitor agent's customer interactions to make sure that they follow the client's expectations.
Plan and prepare effective PowerPoint Presentations.
Facilitate training, monthly reports, and calibrations.
Provide acknowledgement and constructive feedback to agents.
Change/Update call flow and scripts and coordinate with management.
Chosen by the company to attend Leadership Training and Coaching Skills Training.

Customer Service Representative - GC Services - Pasig City Manila

(2014-09 - 2017-09)

Answer inbound and outbound calls.
Notify customers of their financial obligations to their credit card company (Synchrony Bank).
Gather information and process payments over the phone.
Skip Trace: Use company tools to find customer's correct phone number.
Email our management if the customer requested not to be called.

Customer Service/Sales - Ibex Global Solutions - Pasig City Manila

(2013-11 - 2014-07)

Provide customer care for AT&T customers including:

Customer Service Representative - EXL Services - Pasay City Manila

(2012-05 - 2013-06)

Provide roadside assistance via phone for Allstate Roadside Assistance. (Example: towing, tire change, jumpstart, fuel delivery, lockout service)
Gather location and vehicle information using google maps and other tools.
Send needed assistance to their location.
Call the nearest towing company to facilitate timely manner service.
Offer to sign up to our yearly plan.

Directory Assistance - Verizon

(2010-04 - 2012-05)

Help customers via phone to find various requested phone numbers of an establishment.

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