I bring you 11 years of experience in customer service and business transformation. Like most people in the BPO industry, I started as a customer service representative who answers inbound calls and emails. After 4 years, I became a team leader then later on, an operations manager. Now, I am a freelancer who supports businesses as a virtual assistant, social media manager, and the like.
Remotely supervises quality analysts in different locations.
Hires, trains, and mentors quality analysts
Generates reports in Excel and Google sheets.
Analyzes data and provides insights to Operations and other departments
Create and implement actin plans
Joins meetings/calibration with Clients and internal partners
Operations Manager - Customer Service
Jul 2018 - Jun 2020 (1 year, 11 months)
Effectively supervised day-to-day front-end operations of a busy customer service department of a publishing company.
Hired, trained, and mentored supervisors and agents.
Led special groups bridging gaps in critical performance indicators
Balanced employee satisfaction, client satisfaction, and revenue.
Team Lead/ Coach
Jun 2014 - Jun 2018 (4 years)
Managed the performance of teams consisting core retention agents, digital and web supports, and email representatives.
Created a retention knowledgebase which wowed the customer and helped agents better handle their calls.