Working in the BPO industry for roughly 10 years, I've learned various skills and knowledge from different accounts that I handled. Everything involves Customer Service, the important thing I've learned is to be empathetic and to listen to understand and not just to respond. Establishing connection and trust is crucial if there's no empathy and understanding. Meanwhile, I had experienced being a Retention Specialist for roughly 5 years, proud to brag that I was once awarded as an Over-All Site wide Top Agent, constantly achieving and exceeding clients goals, helping hand in hand with the Leadership team to strategically come up with different ideas/ways to retain customers without compromising the business. One of my highlights of working in BPO is being a Travel Agent/Property Manager in two of the International Travel and Accommodation companies, gladly I was given the opportunity to be part of the Escalations department wherein I took care of escalated cases, dealing with irate customers, finding for a satisfying win-win resolution and making sure that everything will be addressed properly in a timely-manner.
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