I have worked in the BPO / customer service industry since 2013. I started as a chat service representative for a Canadian and US cable business, handling billing and technical issues. I also worked as a chat and phone representative for a US mobile business, helping customers with bill, technical issues and plan features. We upsell when there is a an opportunity.
I was promoted to the team leader position at the height of the pandemic. I gained experience managing up to 25 tea-----------mbers and learnt how to interview applicants, plan capacity, do chats and phone audits, perform some HR tasks, and manage pay roll. Now that I am a senior team leader, my responsibilities and experience have expanded. Business review and business reporting, invoicing and project planning are some of the additional tasks that have been added to my regular workload.
"Successful people are not gifted; they just work hard, then succeed on
purpose." — G.K. Nielson
