Dedicated and results-driven BPO professional with over 8 years of progressive experience in technical support, customer service, and sales within the telecommunications, financial services, and IT industries. Proven track record of exceeding performance targets, improving customer satisfaction, and driving process improvements in high-volume call center environments. Skilled in handling complex technical issues, cross-selling/up-selling, and managing diverse client needs while maintaining high service standards. Adept at working with cross-functional teams, training new hires, and adapting quickly to evolving technologies and client expectations.
Key Skills:
Technical Support (Tier 1 & 2)
Sales & Customer Retention
Telecommunications & Financial Systems
IT Service Management (basic knowledge of ITIL principles)
CRM Tools (Salesforce, Zendesk, Freshdesk)
Troubleshooting (Hardware, Software, Network)
Performance Analysis & Reporting
Call Center Operations
Process Improvement
Tea-----------ntorship & Coaching
Industries Served:
Telecommunications: Assisted customers with service activation, troubleshooting connectivity issues, and recommending service plans.
Financial Services: Supported clients in banking, payments, and online security queries, including KYC/AML processes.
Information Technology: Provided L1/L2 technical support for software products, enterprise platforms, and SaaS tools.
Strengths:
Strong communication and interpersonal skills, with the ability to de-escalate conflicts and provide effective solutions.
Sales acumen with a consistent record of surpassing targets through upselling and solution-based selling techniques.
Technically inclined, with a continuous learning mindset and familiarity with various operating systems, networking basics, and ticketing platforms.
