Hi there! My name is Riel. I've been in the BPO industry since 2012. I started as an inbound sales associate for a satellite-TV service provider based in the US where in my primary task was to assist customers in setting up the right TV package based on their needs and preferences then make sure that the sale will posted. I worked for this campaign for 4 years. 3 years as an sales associate then a roughly year of being a sales supervisor handling around 20 agents.
After 4 years of working in the same company, the management launched a new program for a web-hosting campaign. The management picked tenured agents to pioneer the account and luckily I was one of the lucky agents chosen to manage the program. In this campaign, we were assigned to assist customers with issues they have with their website. We did website troubleshooting based on a knowledge base flow along with existing knowledge we have about website management. Once an issue is resolved, we educate the customer with what caused the website error and how to resolve them. This campaign allowed me to enhance my skills further for a year.
April 2017, I had to move to another city where my wife and kid lives to better attend to their needs. This is where my career as a technical support representative for a Telco campaign handling high-speed residential internet service accounts. My tasked was to troubleshoot technical issues our customers were experiencing from slow internet to no connection issues. We're also responsible in sending out technicians if the issue can't be resolved remotely. I worked for this account for a year then me and my family decided to go back to my hometown.
April 2018, I worked as customer service representative for a mobile internet service provider in the US. I handled billing, basic troubleshooting, and package planning. Sadly, the career was a bit short lived because of the ongoing constructions happening along my route going to work which gave me a difficult time despite of the adjustment I did. I decided to resign from my post to avoid further conflicts and prevent this situation from affecting my team's status.
From September 2018 to January 20, 2019, I worked as a hotel reservation agent for an online travel agency campaign. My task was to handle new and existing issues such as booking errors (booking did not reflect on the hotel's system; booking reflected on a different hotel or location; cancellation request from customers etc). This includes calling booking partners such as Agoda, Priceline etc as well as the hotels to make sure that the details provided by our mutual partners are accurate and confirmed on their system as well.
I am currently looking for a job that would further enhance my skill set which will both benefit me and the company. With all the tasks that I have handled, I've learned to adjust to all sorts of working environment. For me, this is an edge that I have that would be very beneficial for your company once we're working together.