Hi this is ----------- residing in Marilao Bulacan Philippines. I've been in the BPO industry for 10 years now. First I got hired as CSR and the first account that I handle is a local food delivery account. I handle inbound calls via Softphone then will process their order, I am also responsible for any modification or cancellation of the order. 2nd account I handle is a travel account did handle inbound call as well catering American Airline. I am responsible for inbound calls for booking ,modification and cancellation of flights. 3rd account is also an inbound task, handling AT&T account, I amm responsible for verification of the account, billing inquiry, accepting payment and we also need to offer sales like offering internet service, home phone, TV service and mobile phones.On the 4th account that I handle is order fulfilment ,account creation for the United Health Care customers. We handle processing their over the counter benefits especially for the elders.Then I got promoted aa a Customer Experience Analyst(QA) for financial account w/c is Barclays but just stay there for 4mos since we were advised that CEA maybe remove so we need to look for a different position we can apply as per HR, so I did apply for Real Time Analyst in WFM, luckily I passed and now Im still a real time analyst for 2yrs and counting, So we are responsible for doing real time management, making sure each LOB we are assisting is passing their Service Level, Line Adherence, AHT, surplus hours. I also hosting a strategy call for each LOB's discussing their performance and provide recommendations to make sure we are passing our goal. I'm also responsible in sending reports like Attendance, overs and unders and EOD. For most of the account that I handle the tools that I have used and have experienced using it are CRM, Nice IEX, Google Mail,, Google Sheet, Calendar, Microsoft Excel, Outlook, Avaya, Quick Connect, CMS, Workday. Most of the account that I handle is for international account except for the first account. So in a nutshell If I got hired I can be CSR or CEA (QA) and definitely as a Real Time Analyst. Thanks for this opportunity. Looking forward to be part of your company.
