I have a 12-year tenure at a BPO company. For 6 years, I worked as a Quality Assurance Analyst, where I conducted weekly evaluations of agents using call recordings. I identified their strengths and weaknesses and provided action plans to help improve their scores. I also delivered orientation presentations for new tea-----------mbers and presented root cause analyses for the team's overall performance.
Subsequently, I spent four years as a Customer Service Representative, specializing in technical support for mobile phones, cable, and internet ----------- this role, I assisted customers in understanding their bills, resolving billing disputes, and handling payment-related inquiries. I also provided support for device activation, reactivation, and troubleshooting for mobile phones, cable boxes, and internet connections.
For the next two years, I worked from home, taking on various roles such as Lead Generation Agent, Loan Originator, and Chat and Email Support for a clothing company. Additionally, I managed inventory using CRM software like Shiphero, Returnly, and Happy Returns. To process orders and handle refunds and exchanges, I utilized Shopify and transitioned from Zendesk to Gorgias for email support.
In the capacity of a Loan Originator, I verified customers' online applications, cross-checked their bank records for the most recent deposits and account statements, and conducted employment verifications. We relied on various tools like Hubspot for Lead Generation and employed different search engines such as Signal Hire, Apollo, Lusha, and Sales Navigator.
I was also assigned to a real estate project where I addressed customer inquiries about properties listed on our website. Additionally, for incoming tenants, I facilitated the activation of essential services such as electricity, water, and other utilities. We used LeadSimple for our email and Ringcentral.
