Product Support Representative

I worked with 3 different accounts in my 1 year and 7 months of stay in Convergys Davao City.

Macy’s Omnichannel
✓ My first account. It’s a retail account we assist customers in looking for the items they want to purchase, help them tracking their packages and processing refunds for damage or lost items.

American Express, Tax Season
✓ Second account this was during the tax season in the US, where we assist customers regarding how to transfer their tax refund to American Express prepaid card, we also provide information where the nearest ATM location where they can withdraw, and their max limit withdrawals.

AT&T Cricket Wireless
✓ Third and last account, a telco prepaid account here we assist customer in paying their bills, provide information with their accounts and troubleshoot if they’re having problems with the service and with their devices.

✓ I mostly handle all the account management of our subscriber, finalizing their work orders, put notes made by our technical team regarding with their request work orders.
✓ I also provide information to our CSR/Cashier with the billing of each subscriber.
✓ I am also in charge of our social media account by posting new promos and discounts we are offering and responsible for the design of our tarpaulin for marketing.

✓ We support technical calls about one specific Tax product used in the US
✓ We assist and provide solutions for Accountants and IT staff if they have issues regarding the installation, certain processes like printing and sending tax returns, backup and restore data and login issues with the program.
✓ Appointed as SME, which handles escalation calls, creating reports, call listening and coaching session. Also did train few classes for the product.