My career started as a Customer Service Representative in a Billing account in the Telecommunications industry. After almost a year, I learned how the management, the process, and the promotion work. I started to explore by applying to learn different skills such as Technical line of business. From an American account, I was transferred to an Australian account offering an internet service. We handle receiving customer inquiries with technical issues.
Since I did not settle for less, I applied for a Quality Specialist and got the post. Being a specialist, we do not focus only on evaluation, instead, we explore reporting, delivering feedback, host the calibration and presentation from this department. That being said, I developed my skills in how to deal with and help people improve their performance which encouraged me to apply as a Team Leader/Supervisor.
Managing people is quite challenging at first. However, as the day goes by as long as you're open for feedback and continue to challenge yourself how to improve you will get the hang of it. Not only managing a team, instead; influencing them by providing a coaching session, real-time management through sending an update of their performance through an email, checking the updated team's performance in a dashboard, filtering the top and bottom performance, auditing the timecard, ensuring the attendance is always at priority, and creating a performance review for the Monthly Business Review to present to the client. From Billing account to Technical, I also applied to a Travel account that I handled for almost four years. Travel account, we manage to book hotel, care, and flight reservations. Reschedule the bookings. And manage the escalations through, phone and email.
From the onsite set-up, it was changed due to the pandemic. I was able to experience how the work-from-home setup is more advantageous and productive for me. I d----------- to switch my career from Business Processing Outsource to a freelancer. It started as Virtual Assistance from a Digital Company as a sales representative. My second job was from a software company as a Customer Success Representative where I managed to create a Quality Analysis workflow. The latest job I have as an Operations Associate from an online e-commerce ordering system. Work closely with team leaders, managers, and department heads to ensure appropriate staffing for delivering on daily/weekly/monthly production targets within SLAs.
