Been working in the BPO Industry for running 6 years. June 2013 – Sept 2013 ESL Tutor | Best of Cebu | St. Michael Dr, Banilad Cebu City ➢ Provide private instruction to individuals or small groups of students to improve academic performance. Sept 2013 – March 2014 Customer Service Associate | Sykes Asia Inc. | Panagdait Mabolo, Cebu ➢ Keep records of customer’s interaction and resolves customer’s enquiry. June 2014 – October 2014 Customer Service Associate – Technical Support | TeleTech | Oakridge Bldg., AS Fortuna ➢ Troubleshoots customer issue with their cable box/ channels. Assist customers with their basic billing enquiry and PPV. October 2014 – May 2016 Customer Service Associate | Telstra powered by TeleTech | eBLoc 2, Geonzon St. Apas, Lahug ➢ Resolves customer’s billing issue, complaints and service. May 2016 – June 2016 Sales Associate | Telstra powered by TeleTech | eBLoc 2, Geonzon St. Apas, Lahug ➢ Answer customer’s questions about products, prices, availability and credit terms. Assisting customers on the correct product based on their needs. June 2016 – December 2016 Subject Matter Expert | Telstra powered by TeleTech | eBLoc 2, Geonzon St. Apas, Lahug ➢ Provide real time support to consultants. Takes supervisory calls. December 2016 – September 2020 Onsite Support Specialist | Telstra powered by TeleTech | eBLoc 2, Geonzon St. Apas, Lahug ➢ Keep track of consultant’s breaks, lunch and real time pull out. Real time flagging. ➢ Send hourly report for AHT, WRAP, HOLD and Outliers for agent and team lead level. Provide information to employees and managers on the stats for AHT, POCC, IOCC of the program. Engagement Lead (Sales & Customer Service) | Telstra powered by TeleTech | eBLoc 2, Geonzon St. Apas, ➢ Creates motivational activities for consultants making the workplace a fun place to work with. ➢ Creates daily rewards and recognitions for monthly performers. ➢ Provides engagement activities of the program