I first worked as a telemarketing representative-appointment setter (August 2011- October 2011) and as a team leader (October 2011-April 2012) for a company handling stocks and property investments. I then shifted and practiced my nursing profession in a tertiary hospital for over a year and a half (May 2012- December 2013). I then d----------- to venture my luck in the BPO industry last January 2014. I landed a job in Concentrix CVG Phils and worked in that BPO company for over 10 years. From January 2014 to March 2023 (9 years and 2 months), I worked as a customer service representative handling sales, billing and technical support for a U.S based Telco account both via calls and chat. From August 2020 to February 2021 (7 months), I was able to work as an offline support who handles escalated/supervisory calls, develops agents’ knowledge, skills and behaviors through direct assistance, coaching sessions and immediate feedback. Besides that, from October 2020 to December 2021 (1 year and 2 months), I also became a feedback analyst -T-Voice Ambassador who collects and identifies gaps in content, systems, tools and policies that may cause a negative customer experience. As a feedback analyst, I also report those collected data directly to the clients and upper management for us to formulate solutions. And lastly, from April 2023 until March 2024 (1 year), I was deployed to a different account and worked as a customer service representative handling sales and technical support for QuickBooks, an accounting software used for bookkeeping, reconciliation, merchant services, payroll, etc. A remote work is not new to me because I was on a work from home set up during the pandemic (March 2020- June 2022).
