Tenure in Customer Service (Call Centre): 10 years
Handled roles: 1. Outbound agent 2. Frontline Support 3. Subject Matter Expert 4. Operations Supervisor & Interim Senior Supervisor 5. Risk & Compliance officer
Skill sets: 1. Analytical 2. Leadership and Management 3. Organizational
Those skill sets listed above allowed myself to gain experiences that helped my campaign and company to achieve: 1. Identifying trends and patterns in handling SLA (through thorough investigation and RCA) 2. Interpreting data to ensure business is intact and on track 3. Integration of new information across the site 4. Proper delivery of communication to every employees in my span (e-mail communiques) 5. Integrity as part of the system 6. Innovation as to ensure that our ideas evolve to the betterment of the business 7. Promoting excellence to the ff: a. Productivity - ensuring tasks are made with integrity and keeping deadlines in check (Managing appointments/meetings through MS Outlook calendar activities, MS Excel spreadsheets in recording Team Performance, Creating professional presentation(s) through MS PowerPoint during Performance Review, Call analysis through QFinity & Verint) b. Teamwork/Collaboration - keeping team mates intact by all means through solid support (e-mail communication, one-to-one coaching, and focus group discussions) c. Planning - promoting strategic business-customer centric planning in handling projects
Above anything else, I am always willing to learn!