2010
Electronics Technology
Xavier University
More Info About Me
Manages and oversees a team of call center agents. Motivates and supports through coaching and feedback. Set targets and goals for the week, month and year. Provide constructive feedback to improve the call handling skills of the agents and the product knowledge. Recruit new employees and provide them with training and orientation. Take over calls whenever required.
My Skills and Competencies
Social Media Management
QuickBooks Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2017
-
2023
Teleperformance, Philippines
(Supervisor)
I have worked in the BPO industry for 8 years or so now. I started as an agent in this
company from January 2017-August 2018 and got promoted as Operations Supervisor
handling 12-18 agents. During peak season from August to December, I am assigned a
very special task working with the HR department as recruitment specialist every peak
season from 2019-2021. After that, I moved to the training department to train new hires
and once they graduated training, I will then become their supervisor in the operations
until off peak season.
2015
-
2016
Ebusiness BPO/ Azpired
(Customer Service Support - Team Leader)
Take calls and send cabs off to customers and keep records of all road-service calls.
Coordinating and dispatching of taxis bookings, communicating with taxi drivers to
ensure customers are picked up.
Manage and monitor a team and the business as a whole when POC for the shift.
Communicate to the client and sends report on weekly and monthly basis.
Monitor team performance and report on metrics.
2012
-
2013
Synnex Concentrix
(Technical Support Representative)
Answering calls about router and internet connectivity issues.
Actively listened to customer issues to provide correct resolution.
Walk the customer through the step by step process in resolving their issues.
Upsell new products if their existing devices is outdated or slow.
Customer education
Ability to provide customer service even when support is technical.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
QuickBooks Expert
Track expenses, manage cash flow & create invoices.