I bring over six years of experience in the BPO industry, with a strong background in customer service, quality assurance, and operations management. I worked as a Customer Service Representative, handling inbound calls from U.S.-based customers and resolving technical issues related to mobile devices and telecommunications services. Through effective troubleshooting and customer support, I consistently delivered positive customer experiences while meeting performance standards.
Due to my strong performance, I was promoted to a Quality Analyst role. As a QA, I monitored customer interactions to ensure compliance with company and client standards, evaluated agent performance, and provided constructive feedback to improve service quality. I also conducted root-cause analyses for client-reported issues and developed detailed action plans to address performance gaps and prevent recurrence.
After four months as a Quality Analyst, I was promoted to Operations Supervisor. In this role, I managed a team of 15–20 agents, ensuring that individual and team performance aligned with client expectations and key performance metrics. I regularly conducted coaching sessions, performance reviews, and feedback discussions, utilizing weekly scorecards and performance data to drive continuous improvement, employee development, and operational success.
