I have 15 years of experience in a BPO – IT Outsourcing industry (Customer Service, Technical Support, Banking, Tollways) through various channels such as inbound/outbound calls, email and chat, handled US, Australia and Canada regions. I started as a technical support agent and made my way up to a Team Leader. I work with minimal supervision, manages my own time effectively and interested to have a long term working relationship.
CORE COMPETENCIES:
* Extensive exposure to Customer Service, Technical Support and Financial accounts supported through voice, chat and email channels.
* Provided and implemented recommendations to management on changes necessary to improve line of business' efficiency and quality.
* Facilitated transaction review with high-level executives to further improve CSAT and NPS.
* Responsible for managing the onboarding/compliance requirements of outsource supplier.
* Experienced in Quality/Process Improvement and Operational Excellence/Customer Experience.
* Experienced in handling customer complaints and TIO (Telecommunications Industry Ombudsman) cases
* Experienced in managing Risk & Compliance and Fraud Prevention.
* Coached, developed and mentored subordinates to achieve quality performance, setting priorities to assist with establishing and attaining career development goals.
Verified
