I am an experienced BPO professional with over 11 years of expertise in customer service, technical support, sales, and quality assurance within the telecommunications and financial services sectors. Throughout my career, I have built a reputation for delivering excellent customer experiences, resolving complex escalations, and supporting business retention through empathy and problem-solving.
In my roles as a Subject Matter Expert and Quality Assurance Specialist, I have provided floor support, coached teams, and collaborated with operations to streamline processes and improve efficiency. My background also includes handling high-level business complaints, guiding clients through technical and financial solutions, and consistently exceeding sales and customer satisfaction targets.
With strong communication, leadership, and analytical skills, I bring a results-driven approach to every role. I am passionate about continuous improvement, team success, and ensuring customers feel valued at every interaction.
Core Strengths:
? Customer Service & Escalation Handling
? Technical Support (Mobile, Internet, Billing)
? Sales & Upselling
? Quality Assurance & Call Monitoring
? Subject Matter Expertise & Process Improvement
? Team Coaching & Floor Support
