I've been with the BPO Industry for more than 5 years where I handled different line of business. I experienced handling inquiries for a US account related to troubleshooting internet, phone and cable services as well as setting up appointment with a technician visit. I also handled billing concerns for the said account up to sales and offering upgrades for customer's subscription. Aside from that, I was also able to experience assisting members of a US-based financial technology account where we cater all concerns in relation to billing, app troubleshooting, app walkthrough as well as introducing new features for the members to take advantage of. It was also during my stay with them where I get to experience answering Tier 1 and Tier 2 calls where we acted as a supervisor and second level department that can answer member's concerns. I learned a lot of things related to customer retention as well as pacifying the members. I was later on promoted as a Subject Matter Expert for the said account and then later on promoted as a Team Leader where I handled teams with 10-20 members. I developed excellent team management through conducting weekly tea-----------etings, individual coachings and attending different seminars and forums related to leadership.
