A proactive and resourceful team player that is keen to detail, learns efficiently and rapidly, and has the ability to multitask and produce desirable outcomes and results. A problem-solver full of enthusiasm that is also capable of forming positive and fun relationships with clients, co-workers and associates.
I have been working in the BPO industry for 8 years, with expertise in technical support and specialization in escalations and retention. I have handled escalations from multiple teams taking supervisor calls managing daily and month-to-date reports on agents' metrics. To efficiently train agents for improvement, I conduct one on one coaching with close monitoring of their average monthly metrics as well as call listening to carry out root cause analysis.
In my years working in the BPO industry, I have been trained in multiple tools utilization.
