Ericson L.
Senior Customer Service Subject-Matter Expert
Open to offersNew to PlatformAbout
Ericson L. is an experienced professional in the call center industry, having dedicated six years to roles at Sutherland Global Services. Beginning his journey as a Chat Customer Service Representative in 2014, Ericson excelled in providing quality customer service, particularly in the retail domain for North America, by consistently meeting client metrics, assisting with order placements, and updating customer information in the Amazon database. From 2017 to 2020, he advanced to a Chat Subject-Matter Expert role, where he was instrumental in establishing performance standards, developing operational improvements, and evaluating team achievements. His adeptness in communication, understanding customer needs, and handling escalations has fortified his reputation in the industry. Ericson holds a Bachelor of Science in Computer Science from Colegio de Dagupan.
Experience
Chat Subject-Matter Expert
Sutherland Global Services · 2017 — 2020Set up and enforced performance and service standards. Led operational improvements and implemented strategies for enhancement. Evaluated and analyzed team performance, identifying gaps and providing feedback and coaching. Ensured adherence to attendance and punctuality standards and managed escalation contacts.Chat Customer Service Representative
Sutherland Global Services · 2014 — 2017Achieved monthly metrics established by the client. Delivered quality customer service on each call. Assisted customers with placing orders and updating their information in the Amazon database. Contributed to team results by completing related tasks as required.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceColegio de Dagupan (Computronix College) · — — 2003
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