Eleazar Miranda

Managing customer orders for new services and service upgrades, including:
• Activation of new broadband services
• New prepaid and postpaid mobile service subscriptions
• Sales of new mobile phones and accessories
• Assisting customers with basic billing inquiries

• Managing compensation for delivery-related issues, including late orders, missing items, cold food, incomplete orders, and cancelled deliveries
• Tracking food rider locations to provide real-time updates to customers
• Assisting customers with billing inquiries and discrepancies
• Contacting customers to inform them of unavailable items from the restaurant

Provided support for customer compliance and account-related concerns, including:
• User verification processes such as KYC (Know Your Customer) and IDV (Identity Verification)
• Resolving account restrictions and login access issues
• Addressing email-related problems affecting account functionality or verification

• Monitoring calls and providing constructive feedback to consultants
• Documenting key strengths and areas for improvement to support coaching initiatives
• Collecting and encoding data using MS Excel for performance tracking and analysis
• Issuing call-outs for escalation or follow-up actions Investigating recurring issues such as repeat calls, incorrect transfers, and instances of mis-selling
• Collaborating with QA analysts and production supervisors during call calibration to ensure process consistency and alignment
• Conducting orientation sessions with new hire consultants to introduce QA procedures and expectations
  
  

Processing customer service requests, including:
• Relocation of services to a new address, adding new mobile and fixed broadband services
• Updating customer information such as name changes and mobile phone numbers
• Disconnecting or modifying services, including plan changes, number redirection, number reservation, and ownership transfers
• Creating service requests or support tickets for the back-office team to address account or system discrepancies
• Verifying service availability for internet and landline at customer addresses
• Recommending suitable service plans based on customer needs and preferences
• Accurately entering customer details into the system
• Providing basic troubleshooting for issues such as no dial tone, no internet connection, and slow speeds

Providing support to customers with their cable TV services, including:
• Resolving issues related to no signal or incorrect aspect ratio
• Adding or modifying channel subscriptions
• Setting up pay-per-view services and processing new orders
• Programming remote controls for optimal functionality
• Creating service tickets for technician visits when necessary

Providing assistance to customers with the following issues:
• No internet connection or dial tone
• Inability to make or receive incoming or outgoing calls
• Setting up webmail and configuring email clients, including MS Outlook, Mac Mail, and Outlook Express
• Accessing the router’s GUI to modify SSID and password settings
• Generating service tickets for technician visits when necessary

Assisted customers with a range of technical issues, including:
• No internet connectivity and browser-related problems
• Invalid IP address configuration
• No signal issues caused by service outages, faulty equipment, or physical connection problems
• Security concerns related to firewall settings and antivirus software
• Slow or intermittent internet connection
• No dial tone on VoIP services
• Inability to make or receive incoming and outgoing VoIP calls