Hello,
Thank for checking out my profile, here is a quick overview of my skills and strengths. I am well organized, efficient and self-motivated. I’m flexible, in a way where I can easily adjust and adopt to changes in work or even in my environment. I sort my tasks in a timely manner allotting ample time in meeting deadlines and expectations. I can multitask which is expected on my current role, handling multiple processes at the same time, with multiple agents having multiple duties and responsibilities and dealing with different clients with different requests and expectations. The key to my success has been to learn quickly and to then reach out for a higher personal and professional standard by seeking additional responsibilities and opportunities.
I have worked in the BPO industry for over 10 accumulated years, where I gained knowledge and experiences leading to where I am today. I started as a frontline doing customer support and customer service management for 6 years, I’ve been a trainer and subject matter expert as well until I’ve become an Assistant Manager for 4 years now.
I oversee quality performances, analyzes and do judgements on recorded calls based on set audit points by the clients making sure to maintain the overall quality of work. I made sure to comply with productivity standards as specified at the service level agreements.
I also helped in process and workflow management for the team, creating and maintaining facilitator’s guide and agent’s guide to create more flexibility and autonomy for both trainer and trainees.
I am managing staffs including the organization and development of high performing teams. Making sure SLAs are met, collaborating with clients for process improvement and ensuring consistency in implementing policies and procedures.
My genuine interest in building world-class and high performing support teams and maintain high level of standards has led me to become successful in my role as an Assistant Manager.
My goal is to always exceed the expectations of both employer as well as my clients and customers.
I will be available to start working on any project as soon as possible. I look forward to hear from you soon.
