I bring you 11 years of experience in customer service and business transformation. While in the BPO industry, I've assumed several roles from the front line to leadership roles. I've been an agent, a team lead, an operations manager and a quality assurance lead. These are some of the responsibilities I had:
- Answered inbound calls and make outbound calls
- Answered customer and client emails/chats
- Effectively supervised day-to-day front-end operations of a busy customer service department of a publishing company and a telco company in the US
- Led special groups bridging gaps in critical performance indicators
- Balanced employee satisfaction, client satisfaction, and revenue.
- Organized monthly/quarterly/annual events for the agents and leaders
- Remotely supervised quality analysts in different locations
- Generated reports and analysis, and create decks using MS Office apps and Google Suite
- Joined and hosted business reviews and meetings with Clients and internal departments
- Hired, trained (onboarding), and mentored supervisors, quality analysts and agents.
Now, I am a freelancer who acts as a virtual assistant and a social media manager after completing a course in this field. I may not have much experience in marketing but I have knowledge on facebook ads and email marketing. Should you hire me, I am willing to learn and I learn fast.