Jorge Roy Q. is currently available for hire

Jorge Roy Q.

Customer Service Representative
Full-time - 40 hours/week

I have been working continuously for almost 14 years. I have learned a lot during such period of time that I am confident to say that I can still learn new things. I started with Ace Global Contact Centers in August of 2008 as a Finance Representative for Sprint Nextel where we assist customers with their payments and helping them setup payment arrangements to be able to settle their bill. After 3 years of being an agent, I was promoted and became part for the Escalations Team who provides supervisor support. We take de-escalate customers issue by providing service that would satisfy both the customer and the company. I left in March of 2014 in search for career growth. I was then part of Convergys Ph as a Technical Support Representative for OnStar. It is a vehicle telematics, where we assist customers with Activation of their device and provides instructions on how to use it. I only stayed there until September of 2014 due to some personal matters. After that, I was with 24/7 Ph for their Time Warner Cable Account as Tier II Technical Support, I started in May 2015. Our role is to provide Technical Assistance to customers who started their service with us. We activate cable boxes and troubleshoots their connection and help them set up their device. I was there only until December of 2015 due to financial reasons. Next company I was with is West Technology/Intrado in February of 2016. We handle Intercall, it is a conferencing company that provides assistance with Audio Conference Calls for big companies in the US. We assist them with setting up their conference call via our service platform. We communicate with customers via Voice and Chat to let them know if the features are set like, recordings, link lines and if the participants that are expected to join has been connected. After a year, I was promoted as a Team Leader where I handled a team of Event Specialist, after which I was tasked to handle level 2 administrators that now handles not just Audio but including Video and Web Presentation. My main job is to make sure that the agents performs well and is hitting the target goals every month. I provide reports for the agents performance like, attendance, quality and other KPI's. I also assist with assigning special Events for the team on a weekly basis. I provide insights and future planning of assignments from clients who have booked with us. I left the company in January of 2021. I was then hired by AMZ AllStars/Thrasio, an E-Commerce company that provides assistance to customers via email and chat who purchased products via the Stores Website, Amazon, Shopify and Walmart. We assist them with any issues and provides refund, replacement and troubleshooting (if applicable to the product). We also do inventory check and other ad hoc tasks assigned to us on a daily basis. My end date with the company is on June 4.

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Licenses and Certifications

I don't have any that is applicable



Responsibilities

  1. Creating systems or workflows
  2. Acting as the initial point of contact for customers
  3. Managing incoming calls while providing excellent customer service
  4. Following communication procedures, guidelines, and policies
  5. Escalating queries and concerns, if needed
  6. Answering incoming customer inquiries regarding issues, service questions, and other client concerns with empathy, creativity, and efficiency.
  7. Doing data entry and other administrative tasks
  8. Answering incoming customer concerns via email or chat
  9. Doing customer follow-ups on pending concerns
  10. Providing resolutions to customer issues

Skills And Strengths

Being in the industry for a long time, I believe I have learned a lot during the process and I am a fast learner with good comprehension skills. I make sure to understand tasks assigned to me to be able to perform well on my role.



Tools And Applications

All I can remember is ICRM, ICS, Seller Central, Shopify, Walmart, Zendesk, Ameyo,