Tessa M.
Senior Customer Service Supervisor
Open to offersNew to PlatformAbout
Tessa Mae P. C. is a dedicated Customer Service Virtual Assistant with over 14 years of expertise in supporting U.S.-based telecommunications clients. She excels in roles that encompass inbound and outbound sales support, order processing, and complex escalation handling. Her career encompasses positions at Qualfon Philippines where she supervised customer support agents at Verizon and TracFone U.S. accounts, ensuring compliance, and monitoring KPIs and SLAs. As a Quality Assurance Analyst, she evaluated agent performance and recommended process improvements. Previously, she served as a Customer Support Specialist, managing over 150 interactions daily, resolving billing issues, and handling lead qualifications efficiently. Tessa is proficient in using tools like Salesforce CRM, Microsoft Office, and Google Workspace, bringing strong capabilities in CRM Management, Appointment Setting, and cross-team coordination.
Experience
Supervisor
Qualfon Philippines | Verizon & TracFone U.S. Accounts · 2023 — PresentManaged a team of customer support agents across various channels including phone, chat, and email. Oversaw KPIs, SLAs, productivity, and attendance to ensure team performance. Conducted performance evaluations and provided coaching and feedback. Addressed complex customer escalations through cross-team collaboration. Handled daily workflow coordination and team scheduling. Facilitated training and onboarding processes for new team members, ensuring adherence to quality standards and compliance.Quality Assurance Analyst
Qualfon Philippines | Verizon & TracFone U.S. Accounts · 2021 — 2023Evaluated interactions via voice, chat, and email for quality assurance and compliance. Used QA scorecards to assess agent performance and communicated findings. Provided coaching to agents based on performance evaluations. Participated in calibration sessions to ensure scoring consistency. Identified trends in quality and suggested process enhancements. Maintained documentation for QA reports and compliance audits, while also supporting the onboarding of new agents.Customer Support & Inbound/Outbound Sales Specialist
Qualfon Philippines | Verizon & TracFone U.S. Accounts · 2011 — 2021Handled over 150 customer interactions daily through phone, chat, and email. Addressed billing, technical, and account-related issues for U.S. telecommunications clients. Processed customer orders and account modifications, ensuring follow-through on requests. Assisted in identifying and qualifying leads for sales upgrades and add-ons. Managed Local Number Portability (LNP) requests while liaising with departments and carriers. Documented account activity accurately in the CRM system to facilitate team handoffs. Collaborated with cross-functional teams to resolve escalations effectively, consistently meeting KPIs and quality standards.
Skills & Expertise
Education
- Bachelor of Business ManagementSilliman University · 2007 — 2011
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