VERSATILE and PERFORMANCE-DRIVEN Support Professional with over 7 years of expertise spanning the BPO, Freelance, and Education sectors. I specialize in Customer Experience Strategy, Strategic Sales, and Operational Leadership.
I have spent my career mastering the art of communication across different industries, including:
1. iQor Philippines (4 Years SME & CSR - BPO Industry)
2. Spectrum USA (Appointment Setter & Cold Caller - 1 Year)
3. Private Sector Education (2 Years - Teaching & Parent Relations)
Proven Excellence in Resolution and Sales: Recognized as a Top 1 Agent with a 110% performance score for the month of July 2022, I specialize in handling complex issues with such precision that customers rarely need to reach out twice. With a record of 16.9% Repeat Contact Rate (RCR), I don't just "clear" tickets; I resolve the root cause of the concern (Refer to Portfolio Section of my Profile for Details).
Extensive Experience in High-Stakes Communication. With 4 years in the BPO sector, 1 year in freelancing, and 2 years as a Teacher, I have developed a "Zero-Error" mindset. Whether it was hitting strict KPIs for Walmart and Spectrum or managing the expectations of parents and students in the classroom, I’ve learned that clear communication is the key to preventing future issues.
WHY CHOOSE ME OVER OTHER FREELANCERS?
1. Efficiency (Low RCR): My focus is on First Contact Resolution. I save you money and time by ensuring the customer doesn't have to reach out a second time for the same issue.
2. Sales & Appointment Setting Edge: Unlike standard support, I bring a proactive sales mindset. I am experienced in cold calling, qualifying leads, and booking consultations to help your business grow.
3. The Teacher Edge: I bring a level of patience and clarity that is rare in support. I can explain billing, technical steps, or company policies in a way that is easy for anyone to grasp.
4. De-escalation Expert: My time handling parent-teacher concerns has made me bulletproof when it comes to "irate" customers. I know how to turn a complaint into a positive experience.
5. High Accountability: As a former teacher and a dedicated professional, I take full ownership of my workstation. You can rely on me to be online, responsive, and productive without being micro-managed.
6. Technical Proficiency: Expert in using VCC tools, Dialers (Zoiper), and Collaboration platforms (Teams/Webex) to ensure seamless remote operations from day one.
7. Kindness & Empathy: I treat every customer interaction as a reflection of your brand. I genuinely want to improve the customer's situation, not just close the chat.
