I built an extensive career in the BPO industry, progressing from front-line customer support to a leadership role. I began this career as a Customer Service Representative (CSR) and Technical Support Representative (TSR), handling diverse accounts such as travel (Travelocity), telecommunications (AT&T, Telstra, Sprint, and Comcast),UPS Tracking Services and retail (Best Buy). In these roles, I was responsible for managing customer inquiries, providing technical assistance, and facilitating tracking and delivery services.
Most recently, I served as a Team Leader at TDCX for nearly three years, where I managed daily operations for the Airbnb account. In this leadership capacity, I was responsible for driving high-performance results and ensuring my team consistently met or exceeded Key Performance Indicators (KPIs), specifically CSAT and client-targeted metrics. My management approach included implementing personalized coaching, performance monitoring, and effective conflict resolution strategies. Additionally, I utilized data analysis to identify growth opportunities and focused on fostering a collaborative team culture to maintain top-tier service standards while reducing attrition.
