I started out as an agent, providing support to customers through voice, chat, and emails. I was then appointed as a subject matter expert, in charge of providing assistance to fellow teammates when needed. Soon, I was assigned as a team lead in charge of making sure that the tea-----------ets or exceeds targets set by internal management, and client requirements. As a team lead, I was also tasked to perform tasks such as; checking the team's time sheets for accuracy; performing quality checks for teammate interactions; analyzing data, and reporting insights to stakeholders, as well as providing recommendations for action items in line with insights presented; preparation for internal and external audits; ad hoc tasks as assigned.
