With an extensive 14-year tenure in the Business Process Outsourcing (BPO) industry, I have developed a diverse and comprehensive skill set. My core expertise lies in Customer Service, where I specialize in inbound, outbound, email, and chat campaigns. This experience spans multiple domains, including sales, credit management, account setup, hotel booking, debt management, and mortgage handling.
As a Team Manager, I've had the privilege to lead, nurture, and manage teams of 15-20 agents. My responsibilities encompassed overseeing daily operations, fostering professional development, and ensuring consistent service quality. Additionally, my role as a Quality Analyst sharpened my eye for detail, enabling me to identify and mitigate service delivery gaps. My experience handling escalations and training further equipped me to handle high-stakes situations, maintain customer satisfaction, and bolster team capabilities.
I take great pride in my ability to introduce and offer new products and services to customers effectively. This proficiency is backed by my unwavering commitment to integrity, quality, and professional excellence. I am keen on acquiring new skills and contributing meaningfully to a renowned service-oriented organization.
My experience with Microsoft Office and Google Office suites allows me to operate effectively in today's digital workplace. I am flexible, dedicated, and always ready to get the job done. I am also a firm believer in continuous learning, always seeking opportunities to enhance both my personal skill set and the overall growth of the company. I highly value open communication, encouraging feedback and innovative ideas that can drive future success.
In addition to my primary role, I specialize in Account Management, Technical Support for inbound, outbound, email and chat campaigns; Hotel Booking; Market Research; Collections; and Data Entry. I am a certified Six Sigma professional and have completed extensive training programs in Lean Six Sigma: DMAIC, Lean and Quality Fundamentals, Leadership Academy, Communication Foundation, Lead Time Management, Talent Management Basics, New Coach Training, Lead Leadership Fundamentals Workshop, and Interview Skill Training.
My familiarity with multiple tools and apps aids my seamless integration into various work environments. I am proficient in Salesforce, Trello, Canva, Adobe, and a range of instant messaging tools including Slack, Skype, GChat, Viber, Whatsapp, WeChat, and MSTeams. I am also adept at using video conferencing tools like Zoom, Gmeet, MSTeams, Skype, and Viber, as well as phone systems like Avaya and Eyebeam.
With my experience, I bring a blend of technical prowess and soft skills, underpinned by a passion for exceptional service. I look forward to delivering outstanding results for your organization and becoming a key contributor to your team's success.
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