Edward niccoli emmanuel W.
Sales and Customer Service Representative
Last active: 2 days ago
Over the last five years of working from small to large BPO companies, I have become familiar with the nature of the call center industry. I have independently learned the essential factors to maintain the success of a call center. I earned these skills not just based from years of experience but from gained expertise in resolving customer concerns. One of the most important things in this industry is not just possessing the capability to finish your tasks but thinking innovatively while getting the job done. It is a challenge to think of ways to enjoy working independently and/or as a part of a team.
I started as a data encoder and made my way up to being a call center representative (voice), after which I became a sales specialist and finally, a customer service supervisor.I was assigned to be a floor support and while working my way up to becoming a supervisor, I taught my team how to provide world-class customer service and to sell without the customer noticing that you are selling them products. While I was in the process of becoming a supervisor, I didn't restrict myself as to what I can teach my agents since I want them to move to the next level too.
As a customer service and sales supervisor, I make sure that all of my agents are calibrated with correct information, motivated in a way that they encourage themselves or others to strive for more and molding them to be a good leader too someday.
One thing I learned about being a freelancer is being organized and becoming the boss of their selves by putting initiatives in all aspects of their work. I learned the importance of using Microsoft Office which includes Excel, Word and Powerpoint. I learned how to use applications which helps in making reports easy and presentable. With the use of the said applications, I was able to locate all the strong and weak parts of the business. It taught me how to execute root-cause analysis. I am dedicated and professional. I'm excellent in carrying out instructions. I have developed into a good multitasker. I am very much used to invest time and effort on a certain task to ensure completion and that all requirements are met.I work impeccably even with less supervision.