I have been working in BPO industry for 11 years now with 7 years experience in Supervisory and Managerial level. Extensive exposure to Business and Financial handling, Customer service management on both Chat and Voice support supporting: Repair, Billing, Retention, Sales, Claims, Health insurance, Collections, and Financial assistance. I am confident that I can help your Program, Company, or Account to deliver better Customer Experience and Client expectations.
As a manager and ambassador of better Customer Service, I always consider my top priorities namely: Client and Business, People and Process, Training, and Recruitment to improve business cadence and exceed business performance. Moreover, I focused myself in improving processes, guidelines, and Coaching effectiveness that will continually enhance the Team Leaders and Agent skills.
5 years on phone experience
7 years of off-phone experience
