Worked in Concentrix which is a BPO company as payroll and financial analyst for 2 years and currently working as a Subject Matter Expert in Accenture for 3+years. Concentrix is my first BPO company which gives me the opportunity to showcase my talent and learn a lot of things. I was hired a Customer Service rep in an account called INTUIT and works as a Payroll Analyst. Right after working as a Payroll Analyst for a year, I was trained to be a Financial Analyst to work with Quickbooks. I worked with them for 2 years before applying to Accenture. I am originally hired as a Customer Service representative in Accenture and lasted with that role for a year until I was promoted as Runner/Scubber. My task as a Scubber is to listen to the calls of the agents specially if they got a Customer Dissatisfaction Score from our customers and weighing their opportunities and things they could have done differently during the call to get a Customer Satisfaction Score instead of DSAT. In addition to that, I also send daily reports and emails to my direct manager that she can use for her meetings with the clients and team leads. Things are going smoothly for me as a Scubber until I was promoted again to become a Subject Matter Expert which is my current role in Accenture. As an SME, I am assisting agents to be familiar with the process to deliver the best customer service experience and to nurture them to become the next leaders. It is not an easy job but seeing how agents adopt and learn is such an amazing experience.
