Ana M.
Mid-Level Customer Service Supervisor
Open to offersNew to PlatformLanguages
English
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About
Ana Maria B. is an experienced Operations Supervisor, Technical and Sales Expert, and Customer Service Representative with a career spanning telecommunications, publishing, insurance, and consumer services. She has held leadership roles at Teletech for clients such as Verizon, Telstra, and Weight Watchers, where she coached and managed teams of up to 100 agents and developed training manuals to resolve complex customer issues. At Asurion and Iqor (Metro by T-Mobile), she provided support for device troubleshooting, SIM activations, and insurance offerings. Her role at Author Solutions involved guiding authors through publishing packages and payment processes. Ana Maria B. excels in call handling, process improvement, coaching agents, and technical troubleshooting, consistently delivering service quality across high-volume contact center and BPO environments.
Experience
Technical and Sales Expert
Asurion · 2026 — 2026Assisted customers in resolving issues with their phones, activated new and replacement devices, and processed phone replacement requests. Handled customer inquiries related to email and account issues, activated new SIM cards, and offered insurance for home devices while explaining coverage and protection plans.Customer Service Representative
Iqor (Metro by T-Mobile) · 2022 — 2023Responded to customer inquiries about account status, explained billing details, and processed requests for auto pay setup, payment extensions, and changes to services such as phone numbers and devices. Provided basic troubleshooting assistance for device and connection issues, and processed credits and refunds for qualifying customers.Publishing Consultant
Author Solutions · 2022 — 2022Guided authors through the different publishing packages and their inclusions, answered queries regarding manuscript development, and assisted with payment processing. Sent confirmation emails upon payment posting and followed up on manuscript statuses while discussing commissions monthly post-publication.Operations Supervisor
Teletech (Verizon) · 2020 — 2022Coached agents to enhance call handling and sales closing skills, monitored the team's daily and monthly performance statistics, and improved service quality through in-depth product knowledge. Generated daily acknowledgment reports and prepared both daily and weekly performance reports while overseeing and training about 100 agents during their initial phase.Operations Supervisor
Teletech (Telstra) · 2019 — 2020Monitored daily team statistics, improved sales and service quality by leveraging product knowledge, and generated daily reports for appropriate personnel. Provided ongoing coaching to enhance agents' call handling and escalation skills while training 28 consultants in messaging support.Temporary Supervisor/Hybrid Trainer
Teletech (Weight Watchers) · 2018 — 2018Executed training for three classes catering to a newly added account, developed training manuals focused on resolving complex customer issues, and created daily end reports for departmental distribution. Designed assessments to evaluate trainee knowledge during testing periods.Customer Service Representative
Teletech (Weight Watchers) · 2016 — 2018Managed over 50 customer interactions daily, delivering personalized and courteous service to ensure customer retention and satisfaction. Retained detailed knowledge of company products and services to respond promptly to customer queries, processed billing-related inquiries, and managed payment transactions.Customer Service Representative
Accenture (Virgin Mobiles) · 2016 — 2016Handled a minimum of 100 daily customer interactions for a British telecommunications firm. Leveraged comprehensive knowledge of products and services to address customer inquiries effectively, responded to billing-related questions, and troubleshot mobile phone issues while processing replacement requests as necessary.Technical Support Representative (Tier 3) / Sales POC / Customer Service Representative
Convergys (Comcast) · 2010 — 2015Assisted customers in troubleshooting internet and phone services, scheduled technician visits, and monitored service tickets created during troubleshooting. Handled billing inquiries, processed payments, and coached agents on effective sales techniques while conducting side-by-side monitoring of consultants.Customer Service Representative
Teletech (Charter) · 2007 — 2010Addressed customer inquiries and billing disputes, troubleshot cable box issues, and assisted with service-related concerns. Scheduled technician visits for faulty equipment and managed service requests including adding, reconnecting, and disconnecting cable services.
Skills & Expertise
Education
- BSHRMCentral Visayas Polytechnic College · 2000 — 2004
- High SchoolUniversity of Negros Occidental- Recoletos de Talisay · 1995 — 1999
- ElementaryVicmico Elementary School · 1989 — 1995
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