•14 years of experience in BPO, specializing in customer service, technical support, and troubleshooting.
•Strong verbal and written communication, fluent in English, with a focus on clear and empathetic customer interactions.
•Expert in conflict resolution and de-escalation techniques, effectively managing irate and repeat or chronic customers.
•Skilled in time management, multitasking, and meeting performance goals in fast-paced environments.
•Proven ability to lead teams, coach peers, and improve team performance thru collaboration and identifying training needs
•Knowledgeable in BPO processes, SLAs, KPI’s, quality assurance, and compliance standards.
•Adaptable, not afraid to learn new things, self-motivated, and able to work independently with minimal supervision.
