I have been working in the BPO industry since 2014 and had been exposed to different roles mainly focused on providing the best customer experience. I had an experience as a Consultant for a payment processing company where we assist customers with their online account access, reading billing statements, handling billing disputes, contacting third party vendors as well as banks so customers can access their funds. I also have years of background with Technical support as chat and email representative dealing with printers, hardware, basic computer, app, software, and web services. As a Technical support, I was part of the resolutions team handling advanced troubleshooting, following up on complex cases and de-escalation. I was also part of the Quality Team for computer, printer, gaming accessory sales where we help agents find opportunities to improve their sales, retention, and customer service skills. I am also an experienced Insurance Service Representative, where we provide assistance for licensed agents in quoting their customers in the issuing system, reviewing Underwriting and eligibility guidelines, running reports to keep customer profiles up to date, assist agents with providing billing accommodation to their customers, and finding the best premium rate. I also assist them in troubleshooting and identifying technical issues with the quoting system. My most recent role is a Assistant Manager in Quality Assurance where I lead Risk Escalation reviews, update guidelines and improve workflows according to the Client's needs. I also validate inspections results, train new QA's and represent the QA department in meetings in the absence of the QA Manager.
