Ian Heavearth Pante
Experienced Customer Service Team Lead
I have been working in the BPO industry for the past 10 years. I have experience as a Technical Support for Dell and Skype, Credit Card Acquisition(Outbound Sales), Order fulfillment(Thomson electronics and Xerox parts), and my most recent was supporting a Healthcare account.
I started out as a representative, promoted as a Subject Matter Expert, and the most recent position I help was as a Team Lead. Responsibilities include making sure the team meet the client's Key Performance Metrics and Service Level Agreements . Keep the team motivated, provide coaching and feedback and take escalated calls.
I also have experience in dealing directly with clients/business owners. Has a fair knowledge in Quality Monitoring in a BPO environment, has a sound understanding of Call Management(Service Levels, Average Handling Time, Shrinkage, etc)
I have been recently trained in the responsibilities of a Virtual Assistant, has a basic knowledge in Search Engine Optimization(backlinking) acquired through my 1 year experience with an SEO company. I also have basic knowledge in managing Amazon 's reseller accounts acquired via hands on training.