MA-FREELANCING SERVICES SOLUTIONS
PORTFOLIO
Hello! I'm Vicky,
Highly adaptable and motivated with experience in admin works, customer service, Technical support, and social media prospecting. I am skilled at building effective and productive working relationships with client and staff. I completed my works accurately and delivered high quality result in timely manner.
• Customer service
• Microsoft office
• Applications Software
• Appointment Setter
• Database Management
• Social Media Prospecting
Skills
Subject Matter Expert
Teleperformance Inc. (2019-2021)
• An a Subject Matter Expert, I helped train new employees and assist other CSRs with problems they
encountered while interacting with members over the phone; addressed escalated customer questions
and concern.
• Coach agents on how to navigate through systems to find information needed for call.
• Monitored agent’s calls to ensure that were following the guidelines they learned in training and
receiving a score a 100% on their surveys taken about their experience with the company; Manage
quality Assurance for an entire campaigned; provided one on one coaching in order to improve the
agent’s ability to do their job more effectively and improve the customer experience.
TECHNICAL SUPPORT REPRESENTATIVE
Teleperformance Inc. (2017-2019)
▪ Technical Support Representative Tier 1 (TSR2) provides technical assistance to inbound telephone
inquiries.
▪ Assist customers with any technical issues experienced with internet, cable and telephone services.
▪ Provide answers with billing questions and inquiries.
▪ Analyzes customer issues through process of elimination by asking probing questions.
▪ Determines the appropriate solution based on diagnosis and executes the most logical fix providing
verbal instruction to customers at a level of detail commensurate with customer knowledge and
experience.
▪ Troubleshoots customer’s equipment including cable box, modem and telephony (stability of equipment
as well as configuration).
▪ Resets and/or re-provisions customer rented/personal modem.
▪ Meets or exceed business goals (metrics).