Ruslan Pupiro

Answer customer questions about product, took payments, analyze if there a fraudulent transaction, persuaded customers to stay with the company and performed basic troubleshooting for cable, internet and landline.

Provided assistance to customer through chat, emails and phone calls, check orders placed and track them, advised the customers about the warranty on their devices and answer questions about the products and usage.

Analyzed and provided feedback to the agents and score their interactions. Also, provided with advises to improve their performance and assist during live interactions and monitored live interactions, as well. Delivered weekly reports and improvement plans based on the weekly trends from the agents and prepared refreshers or workshops for the agents if there was any update.

Created payment plans for customers with outstanding balance and follow up with the payment promises to be made on time following the internal policies and USA Federal Regulations.

Created payment plans for customers with outstanding balance and follow up with the payment promises to be made on time following the internal policies and USA Federal Regulations. I worked as a 1st party and 3rd party collections agent.

Answer general questions about the product, warranty and set up appointments for customer who needed a technician's visit.

Provide customer with support about their billing charges and correct any mistakes made on the accounts by coordinating different type of requests with different departments.