I'm a graduate of Bachelor of Science in Business major in Marketing Management at the University of St La Salle. I have a solid background in Customer Service and Tech Support with more than 13 years experience in Contact Center Operations - 4 years as entry level, 6 years as a Supervisor and 3 years as a Manager.
I started as a Billing Specialist and handled inquiries, disputes, updating plan codes for cable subscriptions, and scheduling field tech for internet connection issues then moved to Escalation Desk who handled a more complex customer issues and rebates. Then, I had the opportunity to move to a Tech Support for a Telco Account as Tier II for Internet Repair. The tasks include escalated issues from customers, data analysis and call trends to improve FCR and Over-all Customer Satisfaction. After 4 years as a consultant, I moved to a leadership role as an Operations Supervisor and spearheaded the launching of new campaigns in our Program. After 6 years, I was able take charge and managed all aspect of inbound call operations as a Deputy Manager.
With the multiple roles I've had in my previous employment, my expertise in handling various campaigns and projects, have equipped me to become highly organized, perform well under stressful situations, think outside of the box, have an innovative approach to resolving issues and work in a collaborative environment. I'm interested to work in a company where I will be able to add value to the growth the business.