I have been in the BPO industry for more than a decade now. More than 8 years in the operations where I have learned the different ins and outs of providing excellent customer service, how to handle different types of customers and how to deal with difficult customers. I have undergone extensive trainings to improve and gain more knowledge in achieving one goal - customer satisfication. I also have experience in leading a team witin the operations. I conducted one on one coaching, discussing agent behaviours, addressing them, creating an action plan to address the identified opportunities of the agents, implementing the action plans laid and ensuring that it creates a positive impact on their performance. I also became part of the recruitment operations for more than a year. My main task is to screen candidates, ensuring that they meet the minimum hiring requirements, discuss with them the salary offer, endorse them for the operation's validation and extend the job offer.
