My background is composed for various positions in Business Processing Outsource over the last 7 years. I started in this industry as a Technical Support Representative for a well-known internet service provider in the United States, after half a year I moved to the city where my management role began. I worked my way up to become a Escalations Supervisor with a team of individuals taking escalated concerns such as Supervisor/Manager calls, Lawsuit and Police escalated concerns as well as dealing with Better Business Bureau(BBB), I was moved to allocate more time to handle a different team within the same company franchise to lead a group of web designers & customer support individuals a year after where i was given a chance to become more mature and enhance my leadership skills and people engagement/management.
After 5 years of stay I decided to go back to the province and start all over again after the company closes its Philippine franchise during the 1st quarter of 2012. Due to lack of availability and wage competencies in the province, I decided to start my career down to agent level again and with a mindset of working my way up again once hired. This showcases the willingness and flexibility to work my way up again as a sign of maturity & professionalism.
Decided to join Workforce Management Team back in 2012 as a Workforce Specialist 1 wherein I manage to acquire most of my skills proficiently in Microsoft Office & CRM Tools like AVAYA CMS, eWFM Aspect Workforce. In addition to these skills and experiences, I have gained much more knowledge and tenure when I moved out and joined my 2nd WFM Team in 2014 managing Microsoft LOBS/services commercially and consumer direct. Currently I’m with my 3rd WFM team here in Pampanga with a well renowned company based in India catering services for a huge Gas & Electricity company in Australia.
