Administrative/Exec Assistant - Team Leader/QA (Sales & CSR)

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

April 26th, 2024 (11 days ago)

Member Since

August 29th, 2022

Profile Description

My journey through various roles in the BPO industry has been marked by growth, challenges, and a relentless pursuit of excellence. Each position has equipped me with invaluable skills and experiences that have shaped me into the professional I am today.

My career in the BPO industry began at WIPRO, where I worked in the General Back Office Department handling escalations.  As a Customer Service Representative, I was the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience. My responsibilities will include responding to customer inquiries via phone, email, or chat, providing product or service information, troubleshooting problems, and escalating issues as necessary. I am also responsible for maintaining accurate records of customer interactions and following up to ensure customer satisfaction. From October 2014 to August 2015, I learned the importance of attention to detail and effective problem-solving, as I navigated through various customer issues with diligence and efficiency.

Transitioning to TELETECH in August 2015, I took on the role of a Technical Support Representative for Verizon Fios where I get to assist customers installing their Internet, Phone and Video (TV) and later advanced to the position of Subject Matter Expert (SME). During my tenure, which lasted until August 2016, I honed my technical skills and developed a deep understanding of customer needs in the tech industry.

In October 2016, I joined 411 BPO as a Quality Assurance Analyst, where I played a pivotal role in maintaining and improving the quality of services provided. Over the course of my three-year tenure, I spearheaded numerous initiatives aimed at enhancing team performance and customer satisfaction. From analyzing team statistics to implementing incentive programs, my efforts were directed towards fostering a culture of excellence and continuous improvement.

Moving forward, I joined Forward BPO as a Quality Assurance Analyst in April 2019. In this role, I continued to leverage my analytical skills to identify trends and areas for improvement, contributing to the overall success of the organization.

My most recent role at Select VoiceCom, which began in October 2020, saw me take on the position of Team Leader for Sales, Lead Generation, and Appointment Setting. Here, I have been able to combine my expertise in quality assurance with leadership skills to drive sales performance and ensure the highest level of customer satisfaction. I would oversee and manage a team of sales representatives or agents responsible for handling inbound or outbound calls, emails, or other forms of communication on behalf of clients. Here's an overview of the key responsibilities and duties I would undertake in this role:
Team Management: I would be responsible for the day-to-day management of the team, including assigning tasks, setting targets, and monitoring performance. I would provide guidance, coaching, and support to teaUpgrade to see actual infombers to help them achieve their goals and develop their skills.

Performance Monitoring and Evaluation: I would track key performance metrics such as call quality, customer satisfaction, and productivity to ensure that teaUpgrade to see actual infombers are meeting performance targets and delivering high-quality service to clients. I would conduct regular performance evaluations and provide feedback to help teaUpgrade to see actual infombers improve their performance.

Training and Development: I would oversee the training and development of teaUpgrade to see actual infombers, ensuring that they receive the necessary training and resources to perform their roles effectively. This may involve conducting training sessions, providing on-the-job coaching, or arranging for external training programs as needed.

Quality Assurance: I would implement quality assurance processes to monitor and evaluate the quality of service delivery and ensure compliance with client requirements and industry standards. This may involve conducting call monitoring, reviewing customer interactions, and providing feedback and coaching to improve performance.

Client Relationship Management: I would serve as the primary point of contact for clients, liaising with them to understand their requirements, address any concerns or issues, and provide regular updates on team performance and project status. I would work collaboratively with clients to identify opportunities for process improvement and innovation.

Workflow Management: I would oversee the workflow and allocation of resources within the team to ensure that tasks are completed efficiently and deadlines are met. I would prioritize tasks, delegate responsibilities, and manage workload distribution to optimize team productivity and performance.

Problem-Solving and Escalation Management: I would be responsible for resolving escalated customer issues and complaints in a timely and effective manner. I would work closely with teaUpgrade to see actual infombers to identify root causes of problems and implement corrective actions to prevent recurrence.

Team Building and Morale: I would foster a positive and supportive team culture, promoting collaboration, teamwork, and morale. I would organize team-building activities, recognize and
Throughout my career, I have demonstrated a commitment to excellence, whether it be through analyzing data to identify trends, providing performance coaching to my team, or implementing strategies for process improvement. My diverse experiences have equipped me with a well-rounded skill set and a deep understanding of the intricacies of the BPO industry.

Looking ahead, I am excited to continue my journey in the BPO sector, leveraging my skills and experiences to contribute to the success of future endeavors.