I have 11 years of Customer Service experience with 6 years in Leadership and Management. I have handled multiple accounts and campaigns from Customer Service, Sales and Collections, Technical Support, Banking and Finance including Healthcare. Assisted several markets ranging from US, UK and AU which enhanced my portfolio and stream line process that can enhance customer experience. I like to work with small companies that wants to climb up the ladder (which also makes me part of the journey), and the bitter sweet success. I always believe in that "excellent customer service experience sets your company against the others." Let's work together and make a legacy!
Extensive know-how in the training environment including knowledge transfer for pioneer accounts, delivery of product training to learners with the application of adult learning principle. Also responsible for facilitating up skills, refreshers and cross training classes for multiple accounts including Basic Communication Skills training for new hires.
Experienced BPO leader with a demonstrated history of working in the information technology, healthcare, and services industry. Skilled in Service Delivery, Operations Management, Training Needs Analysis, Service-Level Agreements (SLA), and Customer Satisfaction.
Measures and gauges all the activities of the processes handled to ensure optimal efficiency in call handling and issue resolution based on client metrics and standard quality guidelines.
Specialties include:Training and facilitation expertise, preparation and analysis of quality reports and provide feedback to stakeholders.
Daily operational management to meet targets and hit objectives. Ensure program success through strong performance management and measurement methodology.
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