In 2019, I joined a startup company named PB Tech & Advisory, where we managed a sports gaming account. This was my first experience handling an account primarily supported through live chat, and it was during this time that I discovered my passion for communicating with and helping people.
After a year and a half, my employer recognized my hard work and entrusted me with a role as one of the pioneers of the Customer Service Points of Contact (POCs). I was eventually promoted to Shift Supervisor.
For 3 years, I focused on shift management ensuring that all employees adhered to attendance requirements, shift protocols, and company policies. I also served as the main point of contact for our U.S. counterparts.
In 2024, I was promoted to Team Leader, with a focus on people management. I directly supervised over 10 tea-----------mbers and managed more than 20 agents during assigned shifts, both in-person and remotely.
During my year as a Team Leader, I implemented strong communication practices within my team, which significantly improved trust and collaboration. I also successfully improved key performance metrics such as response time, AHT, CSAT, and productivity by applying the EARS method. As a result, our team was consistently ranked among the top five most productive teams.
