I have a total of 8 years of experience in the BPO industry, during which I handled multiple roles and projects across various accounts. I began my career as a Customer Service Representative for a telecommunications account, where I managed billing and network concerns, assisted store representatives (B2B) with order processing, and performed basic troubleshooting to resolve mobile device issues.
I also worked as a Technical Support Representative for a TV service provider, primarily resolving technical issues related to television services and receivers. Additionally, I served as a Customer Support Representative for a financial account, assisting U.S. residents during tax season with filing concerns and identifying issues related to bank or card transactions.
Beyond frontline support, I was part of the training team, where I helped onboard new hires by providing product knowledge and preparing them for a smooth transition into production.
Most recently, I spent three years as a Team Leader, focusing on employee development and performance improvement through live call monitoring, feedback sessions, and one-on-one coaching to address sales opportunities. This role also required completing client-specific deliverables, meeting performance targets, and maintaining regular communication with clients through email and chat platforms to ensure their needs were met.
Verified
