I have been in the BPO industry for at least 2 decades handling various specialties such as: customer services, financial, technical, transport, taxation, procurement, disputes and claims, and resolutions which included various modes such as voice, email, chat, and back office/ documentation.
I also handled different positions in the length of my career. The most recent one is as a quality analyst for a transportation company for 9 years where I worked with different teams to ensure that quality service is provided and is in line with the client's and the company's policy. My responsibilities also include policy and tool suggestions for service optimization, correction, and improvement of an existing policy or lack thereof in response to new issues arising. I also conduct trainings, coaching, and refreshers whenever necessary to ensure that other teams are aligned with changes and newly launched policies and to share best practices, especially to new hires. As an initiative, I also maintain some data sheets where I fix minor jams with our files.
I am also proficient in using system tools like Jira, Zendesk, Purecloud, Knowledgebase, SkySpeed, GSuite, Canva, Microsoft Tools, etc. I am a fast learner, punctual, hardworking, and adaptable.
