I've been working in BPO industry for 7 years now.
I worked as Customer service representative at Transcom mainly answering inbound calls regarding billing inquiries and services that the account is offering which is a telecommunications account in UK. I got promoted as a Customer Service Manager taking inbound and outbound calls and handling customer complaint. Also, I was cross skilled as part of Bereavement team.
In 2020, I got hired at Afni as a Technical support Level 2 in a telecommunications account in US. I handled troubleshooting steps for mobile devices which includes basic software troubleshooting and mobile data network.
After a year, I started working at Concentrix with two different accounts. First account, I worked as Technical Support level 2 (Australian account) where I handled troubleshooting for all Apple devices. I was also cross skilled in billing team. I handled billing inquiries and subscription management for iTunes/App store services.
The most recent position that I held was an Escalation Manager (Level 3) in HP where I handled all of complaints coming from Supervisor/SME. Mainly working on case management for each complaint via phone and email until the case gets resolved.
