Had been with Call Center Industry for 3 years
Last active: 2 days ago
I know that you are tired of finding someone to help your job done. Take time reading this whole Overview.
I have been in the call Center Industry for three long years. And in this three super busy years, I have earned and achieved so many skills and talents. I was able to adapt and love the culture of customer service and other things involving my job. I was able to enhance more of my strengths
I started of as a technical support representative for Microsoft, our initial task is to solve software related issues most especially network connectivity. We also remove viruses and help customers set up their computers.
After three months of taking in front line calls, I was promoted to be a Subject Matter Expert for the said account. The clients told me that the reason why they chose me is because of my hard work and expertise in terms of looking for answers, fixing the issue, and going extra mile for customers. The task became tougher though we no longer take in front line calls. However, we are in charge of looking for solutions that the Tier one or Front line agents could not fix. We are also in charge of making follow up calls with different department and update our customers from time to time about the status of their tickets/cases.
My journey did not stopped there, After six months of being an SME, I have decided to apply as a Quality Analyst. My task as a QA is not just by listening to calls. I also have score cards to monitor, surveys that our customers answer to rate the representative that assisted them, send reports for QA monitoring and evaluation to team leaders, at least three times a week and send report for the status of the account to the clients every month. I am also the one who is in charge of doing QA Talk for trainees and explain how their score cards will be graded and monitor their calls during transition.
My second company initially offered me a Team Leader position. That time, I doubted myself if I can handle a whole team. I am the kind of person who wanted to learn the account and the business before moving up to a higher position, so I decided to work as a front line agent first. The account is an Reservation and Customer service for an Airline account. Day in and day out, we take in calls for customers who's wanting to book for flights, asking for flight status and answers inquiries for our customers. I was able to apply all the knowledge I earned with my first company, luckily, the clients noticed that and asked me to take a Subject Matter Expert position for the said account. But unlike my first company, there were two different departments of a Subject Matter Expert, one is Escalations, who is similar to the SME position I got with my first company, and Junior Team Leaders. I was asked to be one of the Junior Team Leaders that time.
The main task of being a Junior Team Leader is to help the Team Leaders handle a team. We are the one who make reports and coaching opportunities for front line agents, be the Officer-in-charge when the Team Leader is on leave. Junior Team Leaders are like Team Leader Trainees. Unfortunately, something happened with my wives' pregnancy. After giving birth to our third child she suffered extreme bleeding and was bed rest for 3 months. I needed to look for a place that is very near to our place so I can take care of her after my job.
The third company that I have been with is a Telephone Company in the US, I was a Customer Service Associate. Our main task is the same with every customer service representatives. We take in calls, answer customer inquiries and help them with ordering themselves new cellphones. But I learned so much skills in this account. As a CSA for ATT, you must have to have a very long patience, you also need to be very careful in placing orders and handle customer accounts.
After 3 super busy years, I have been with different projects and gained skills that has most professionals had. Time was my first priority to deliver the quality of work before the deadline. Flexibility is what I learned the most
I'm not that kind of provider that accepts project for a cheaper price. I put value and dedicate my service to satisfy my clients.
So here are some of my project and service I can provide:
Technical Support - Software
Email Marketing Campaign
Wordpress Developing - Multi-site creation, Content Management, Designing
Ecommerce - Product Posting
Team Manager - For every kind of work
The above list is the most project I am dedicated and compatible with. Before I end this Overview, Let me tell you some of my characteristic that my clients told me.
Here's what you'll see;
Easy to communicate
I can guarantee you the quality of work I'll provide. If you think I'm the type of provider you are looking for, please don't hesitate to hit me a message.