Quality Analyst; Technical Support;  Customer Service

I have extensive experience in the BPO industry, with a background in managing technical support accounts. We assist customers with their technical issues, leveraging my experience in handling various technical accounts. I begin by asking targeted questions to accurately identify the problem. Once the issue is clear, I provide the appropriate solution and follow the troubleshooting steps thoroughly to resolve the matter. Skilled in diagnosing issues, delivering straightforward and easy-to-understand explanations, and supplying comprehensive, step-by-step resolutions.

I've been in the BPO industry for a long time, and one of the accounts I handled was in customer service. An expert at delivering outstanding customer service by responding to inquiries, resolving problems, and ensuring high satisfaction. Capable of handling a wide range of customer concerns professionally and compassionately. capable of efficiently communicating, resolving issues, and offering solutions tailored to particular needs while preserving a positive client experience.

I worked as an agent in a BPO company for over a year before being promoted to a quality analyst role. One of my tasks is to listen to calls from agents under my responsibility to ensure they are aligned with our QA processes and do not deviate from the established procedures. Another task involves providing QA coaching to discuss agents' strengths and areas for improvement, and how to resolve those opportunities. I also conduct QA Talks, where we discuss processes with new agents to ensure they are aware and can apply them in their calls. Additionally, we hold QA Talks with tenured agents whenever there are updates. Another responsibility is reporting to higher-ups on trends, identifying teams with low performance, and recognizing teams that are meeting or exceeding metrics. Through these activities, we contribute to the success of the department or account.

Conducted outbound cold calls to prospective clients to introduce company services and generate qualified leads. Managed and updated customer information, pipelines, and follow-up activities using GoHighLevel. Used Kixie for power dialing, call tracking, SMS communication, and sales outreach campaigns. Monitored inbound and outbound call performance using CallRail. Assisted with lead nurturing, follow-up messaging, and customer relationship management. Managed service requests, client records, scheduling, and workflow coordination through Jabber. Identified customer needs and transferred qualified prospects to the appropriate sales personnel.

There are technical support and customer service accounts where we are required to send follow-ups to customers to ensure that their issues are resolved during the call. In some cases, we send a schedule for troubleshooting if the customer is unable to do it at the moment due to other commitments. In other instances, we send an email with troubleshooting steps to make it more convenient for the customer, instead of having them call, as sometimes many customers are waiting in the queue.