Working in the BPO industry for 12 years made me a very skilled employee which helped me adapt to many tasks. I've worked as a Customer Service Representative doing technical troubleshooting and resolving complex billing issues. Then, I was promoted to Quality specialist and a Performance Development Coach. Ventured to freelancing in 2019. I was hired as lead verified to a mortgage company, then got hired as a virtual assistance/dispatcher to an Australian company, had several gigs and landed a stable job as a virtual assistant to a real estate company and they are based in Ohio.
When I was a consultant/ Customer service representative, skills that I have acquired were the following:
- Active listening.
- Provide effective and consistent customer support.
- Perform tasks related to answering customer inquiries received through e-mail correspondence.
- Taking escalated calls for us to make sure everything will be resolved.
- Properly acknowledge customer concerns to make sure you are on the same page.
- Understanding customer emotions and providing necessary empathy.
- doing cold calls or outbound calls for sales or to make a follow from the previous interaction-
- sending emails about the product or self-service for the customer
- setting up an appointment for the customer.
-- communication skills.
- professionalism.
- the ability to gain the trust from the customers.
- product knowledge.
- problem-solving.
Skills that I have acquired as a Performance Analyst ( QA ):
- Advance listening skills.
- thoroughness.
- Problem-solving and decision-making skills.
- Customer service competency.
- Ability to work in a team.
- Outstanding verbal and written communication skills.
- Judgement.
Skills that I have learned or acquired as a Performance Development Coach :
-Building relationship
-Support and encourage.
- challenging and motivating.
- Observing and analyzing.
- Listening.
- Questioning.
- Providing instruction.
- Providing Feedback and Coaching.
Skills on how to handle rejection, by always going above and beyond.
Cold calling, Skip tracing, research, appointment setting, and many more.
