Customer Service Representative

11 years of experience in customer service within the BPO industry and 4 years of supervisory experience, I have developed strong communication, problem-solving, and customer relationship management skills that I believe align well with this role. Throughout my career, I have handled multiple accounts and supported customers across different channels, ensuring that concerns are resolved efficiently and with empathy. As a supervisor, I was responsible for coaching team members, managing escalations, monitoring performance metrics, and ensuring that SLA and KPI were consistently met. This experience has strengthened my ability to remain calm under pressure while maintaining a high standard of service

4 years Team Leader in a Telco account , In that role, I was responsible for coaching and mentoring agents, monitoring performance, conducting feedback sessions, handling escalations, and helping the team achieve key performance indicators. I focused on developing team members, improving performance, and creating a positive and supportive work environment. One of my strengths is leading by example. I believe in being approachable, providing clear guidance, and helping team members overcome challenges while remaining accountable for results. I'm also skilled at communication, problem-solving, and conflict resolution.