Jaide Leona
My Portfolio
My Portfolio
Integrity-Driven Customer Support Initiative
Alorica Telservices Inc.
Objective: Foster a culture of trust, empathy, and information protection in customer interactions.
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Task: At Alorica Teleservices Inc, I developed a framework for handling customer inquiries that emphasized integrity, transparency, and strict adherence to data protection protocols. This included guidelines ensuring that customers’ personal information was always protected.
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Strategy: I focused on patient listening and understanding, ensuring each customer felt heard and valued. I regularly attended company-conducted training sessions to stay updated on changes in procedures and best practices, reinforcing the importance of safeguarding customer data while delivering honest communication, even in difficult situations.
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Outcome: This initiative increase the customer satisfaction ratings, as measured by follow-up surveys, with positive feedback specifically mentioning our team’s commitment to integrity and the protection of sensitive information.
TELUS International Philippines
Objective: Enhance customer experience by providing comprehensive support for website builder users.
Task:
Provided information about website builder subscription options and general features.
Assisted customers by troubleshooting technical difficulties they encountered.
Walked users through the website creation process, ensuring they understood each step.
Handled customer inquiries through chats, emails, and calls, ensuring prompt and effective communication.
Strategy:
To provide effective support, I relied on comprehensive training and in-depth reading of the knowledge base to equip myself with the necessary technical knowledge.I would also recreate the technical issues customers experienced, allowing me to identify solutions and communicate resolutions clearly. I emphasized patience and empathy, tailoring my communication to each customer's technical proficiency to foster a positive experience.
Outcome:
Successfully provided technical assistance to users, helping them understand the basics of website creation. I was recognized for my patience and understanding, enduring long call durations and chats to ensure user satisfaction with the support they received.
Tech Support Adaptation and Customer Empowerment
Graphic Arts
In my spare time, I create chibi illustrations influenced by anime and my personal interests. These playful designs capture the essence of characters while allowing me to explore my artistic skills.
Platform:
I showcase my creations on my Redbubble store, offering a variety of products featuring my designs, from prints to apparel.
Outcome:
This project enables me to express my creativity and connect with others who share similar interests. You can visit here to see some of the products with my graphic arts on them.