With a career spanning over a decade in the BPO industry, my employment skills reflect a deep understanding and proficiency in my specialization. Starting in 2011 as a dedicated agent for a US Telco Account, I honed my customer service abilities by handling existing client inquiries, addressing general issues, and successfully engaging in upselling opportunities. This experience laid the foundation for my subsequent growth within the industry.
Transitioning to an Australian Account, I continued to excel in my role and was promoted to Back of House Fulfilment, where I meticulously provisioned customer orders and managed subscription upgrades. My journey further evolved as I assumed the role of a Quality Analyst, responsible for observing and enhancing the call handling processes of fellow agents, spearheading projects, and driving improvements in call quality. Eventually, I ascended to the position of Supervisor, leading a team of 15 agents, where my responsibilities extended to performance management, individual growth, cross-team collaboration, and overall operational efficiency.
During the pandemic, I adapted to an online working setup, providing E-commerce account support via chat and email. Presently, as an Account Manager in a shared services company, I leverage my extensive experience to maintain strong client relationships, explore upselling opportunities, and ensure the retention of subscriptions. My comprehensive background underscores my proficiency and dedication within the BPO industry.
