I’ve been working in the Customer service industry for the past 7 years. I worked on different modalities such as email, phone, and chat. I started as a Customer Support Representative for 4 months and since I excelled with my job, I was promoted immediately as a Subject Matter Expert. With my character, I landed to a role in the Quality team as a Quality Analyst. I do love creating reports, and dashboards and focus on improving customer service. After 3 years, I was assigned as an Operation Team Leader. I supervised and managed the KPI and SLA of at least 20 associates and handled different LOBs. I conduct daily coaching and team huddles to ensure that SOPs are being followed and we are meeting or exceeding our targets.
Before joining the BPO industry, I have extensive experience working in Recruitment agencies. I am supporting multiple projects to fulfill their manpower needs and do admin tasks. I source possible candidates and assist them during the interview and onboarding. I was also assigned to post our job requirements on sourcing sites, social media and newspaper ads. My areas of expertise include, but are not limited to:
- Customer Service Support (Email, Chat, Phone)- Leadership (BPO)- Recruitment (Sourcing Leads & Interview)- Data Entry & Analysis- Administrative Assistant- Virtual Assistance- Microsoft & Google Products- CRM tools: Zendesk, JIRA, Bliss- Messaging Tools: Slack, Telegram, LinkedIn, Facebook, Instagram, etc- Email Management- Calendar ManagementI’m still building my portfolio for social media campaign, but you may check it here: https://-----------.com/yc54jxtwIt would be my privilege to discuss my expertise further.
Verified