Florame P.

- Handles Quality and Operations resource data evaluation. Each valuation report is designed to provide important information as feedback to recent performance output in Technical Support and Customer Service. - Validates data as confirmed by customer comments or by going through call recordings to ensure data is reliable. - Involved in a weekly evaluation and reporting on items related to Customer Survey Satisfaction scores, Internal QA scores, Outage reports and other factors that may affect performance. - Develop and maintain reporting for Quality Improvement and and Operations purposes. Tasked to collate and analyze training data that will be used to determine the Quality Improvement and Operations programs needed to address ongoing concerns. - Point of contact for Managers in terms of up to date information on controllable and uncontrollable factors causing quality and performance decline.

- Handle all external and internal Quality Management Systems for the entire Customer Support Department of 1and1 Philippines - Handle customer support e-mails and call evaluation to ensure that all set standards are met. Do random sampling on agents assigned and review processed calls and e-mails to ensure quality and effectiveness of the response. Gather relevant information and evaluate survey results that can measure quality levels and improve quality systems in place based on this. - Task to barge in on unspecified time periods to monitor calls and evaluate the response of agent both on a customer service platform and on the relevance of the technical solution given. Against the backdrop of set standards and metrics, coaching will follow if needs must. - Evaluate internal practices which involves aspects related but not limited to technical issues, procedures, tools and general operational practices.

- Process support calls and e-mails. - Support all product line offerings of 1&1 UK/US/Worldwide/Canadian customer which are but not limited to: domains, hosting, emails etc. - Support all domain functionality, process of domain name registration and general domain question - Support customer general questions on policies and guidelines on their package such as terms and conditions of their contract, and service levels. - Support customer by providing information on known outages, connectivity, tool, maintenance and other concerns which are temporal in nature. - Support informational and basic questions on scripting, databases and servers.