Freelancer

Overview

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

at $5.00/hour ($880.00/month)

Bachelors degree

Last Active

May 9th, 2024 (7 days ago)

Member Since

May 21st, 2023

Profile Description

Hello! I'm an experienced professional with a background in the Business Process Outsourcing (BPO) industry. Over the past four years, I have gained valuable experience and expertise in this field. I began my journey as a Customer Service Representative (CSR) for a telecommunications account, where I developed strong communication and problem-solving skills while assisting customers with their inquiries and concerns.
As I progressed in my career, I worked diligently and demonstrated my leadership abilities, which led to an opportunity to become a Supervisor for the On-the-Job Training (OJT) Upgrade to see actual info this role, I provided guidance and support to new employees, ensuring they acquired the necessary skills and knowledge to excel in their positions. I was responsible for mentoring and monitoring their progress, as well as addressing any issues or challenges that arose during their training period.
Throughout my time in the BPO industry, I have honed my interpersonal skills, developed a deep understanding of customer service practices, and gained expertise in managing teams and fostering a positive working environment. I am highly adaptable and thrive in fast-paced environments that require multitasking and prioritization.
I am passionate about delivering exceptional service, exceeding customer expectations, and driving team success. I am constantly seeking opportunities for growth and development, and I am excited to contribute my skills and experience to new challenges and endeavors in the BPO industry.

Top Skills

Customer Support » Customer Service

Experience: 1 - 2 years

Worked for a BPO company as CSR that handles inbound and outbound calls for customers having issues that need assistance. Well-versed in a fast-paced environment with no adaptability and flexibility issues during US working hours.

Other Skills

Marketing » Appointment Setting

Experience: 6 months - 1 year

Responsible for the following, Lead Generation: Identify potential clients and businesses through research, cold calling, and other lead-generation methods. Use various sources such as databases, social media, and industry directories to find and qualify leads. Cold Calling: Initiate contact with potential clients through phone calls or emails to introduce the company's products or services. Effectively communicate the value proposition and benefits of the products or services. Qualifying Prospects: Assess the needs and requirements of potential clients to determine if they are a good fit for the company's products or services. Gather relevant information such as budget, decision-making process, and timeline. Appointment Scheduling: Coordinate with potential clients and sales representatives to schedule meetings, product demonstrations, or phone appointments. Manage calendars and ensure that appointments are scheduled efficiently. CRM Management: Use Customer Relationship Management (CRM) software to keep track of leads, interactions, and appointments. Update and maintain accurate records of all communications with potential clients. Follow-Up: Conduct follow-up calls or emails to nurture leads and maintain ongoing communication with potential clients. Address any questions or concerns and provide additional information as needed.

Office and Administration » Leadership

Experience: 6 months - 1 year

Worked as a Team Supervisor for BPO, managing 20-25 CSRs to make sure they met their KPIs,SLAs, and quotas on a weekly basis. Also, provide development training to each member of the team to ensure they are able to do the job properly and efficiently.

Office and Administration » Quality Assurance

Experience: Less than 6 months

Evaluate calls for different teams to ensure they are following the correct processes and procedures based on Client standards. Also, provides feedback and coaching to the agents in order to enhance quality customer service.