Dianne Abujero Marasigan

Account Specialist Senior Professional Level IIIFull Time

• Job Details:1. Develops, routes, and gains approval for all outbound calling programs, to include Welcome Calls, Customer Regimen, and others. Writes purposes, scripting, and performance metrics and goals 2. Determines call metrics, strategies, and staffing requirements to complete goals as determined by management and the executive team 3. Complete Welcome Calls to engage and greet new Agents and Customers into the DISH family 4. Reports completion of calls as well as information received. Notifies Manager of trends and concerns seen or noted 5. Looks for opportunities to celebrate achievements and “good news” heard from customers and to ensure other departments hear “what is working” 6. 6. Educate customers regarding new product offerings, helps grow monthly autoship programs and retention on programs 7. Provide tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request 8. Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating member needs 9. Build positive working relationships with Agents/Customers 10. Improve service by communicating and assisting individuals to understand member needs, providing guidance, and feedback 11. Handle Agent/Customer cancellation requests via telephone, email, or action tracking and work to positively resolve issues 12. Develop strategies and recommendations to retain customers before cancellation based on working with inactive Customers/Agents 13. Provide solutions or promotional offers designed to retain the caller as a member of the DISH family 14. Work with corporate trainer to document all outbound calling programs so that others in the department may be trained to execute 15. Document all customer interactions in the appropriate databases 16. Enhance customer loyalty and upsell accordingly 17. Study, analyze and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to products, services and innovation 18. Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution

Support ProfessionalFull Time

• Job Details:1. Provides timely and accurate information to incoming customer order status and product knowledge requests. 2. Processes customer orders/changes/returns according to established department policies and procedures. 3. Works closely with the other department to resolve customers concern. 4. Provides timely feedback to the company regarding service failures or customer concerns. 5. Partners with the sales team to meet and exceed customer’s service expectations 6. Troubleshoot the tech issues of the cust 7. Assist the customer to their billing/refund/payment/disputes’ concern

Operations Supervisor (Sprint Account)Full Time

• Job Details:1. Responsible for the daily activity of call center policies and procedures. 2. Ensures metrics (AHT, ACW, HOLD, TEMP DISP, SHORT CALLS, TRANSFERS and most of all, CSAT) are met. 3. Reports to a site manager and/or senior supervisor 4. Handling escalation calls 5. Working under the direct supervision of the Site Manager 6. Monitors and supervises the teams’ ability to efficiently respond to incoming calls to the call center 7. Ensures that information that is communicated to customers is done so accordance with the KMS, and Sprints policies and procedures 8. Responsible for representative training, quality assurance through phone monitoring, quality control of monitoring reports and coaching logs and mentoring programs for new trainees. 9. Develops and maintain professional verbal communications with customers and target customers 10. Analyzes the customers’ needs, and utilizes judgement call to address inquiries and resolve issues timely and effectively 11. Communicates information accurately, clearly, and completely 12. Assists the quality analyst to ensure departmental standards with the length of telephone calls, schedule adherence, quality while efficiently handling team inquiries 13. Demonstrates mastery in effectively managing difficult customers 14. Complies, tracks and reports statistics as required