In 2009, I applied for a Technical Support Representative at a BPO (Business Process Outsourcing) company named Synnex-Concentrix where I developed my Technical and Customer Service skills. We were tasked to provide technical assistance for callers based in North America regarding their routers and level 1 networking devices through inbound calls. I learned a lot of things such as positive-scripting and professionalism on the phone. I learned empathy and courtesy even in difficult situations. I expanded my understanding in dealing with different kinds of people and how to help them to the best of my abilities. During my stay with the company, by my Manager's recommendation, I was given the chance to be promoted but turned the offer down due to certain circumstances and ended my contract with them after a couple of years and some months. I continued to improve my customer service skills at another BPO company named VXI Global Holdings in which I started as an account associate and learned the importance of building trust with the end-user on the phone. I exceeded the patience required, outdo my performance and set personal goals to attain. With this mindset, I got promoted to Subject Matter Expert where I was able to assist my Team Leader in motivating the agents to reach the monthly targets. As the position suggests, I personally have to be an expert when it comes to product knowledge to help my associates. Since our team gave exemplary results, I was given the position of Team Leader after a series of interviews. On this role, I learned the importance of teamwork in our day-to-day interactions with both our organic members and our customers. I get further ahead of my empathy skills, specially in handling escalated calls. At some point in my Team Leader career, I was tasked to interview applicants to be part of the success in the company's operations. Generally, I am an expert in MS OFFICE APPLICATIONS, ZENDESK, ZOPIM, BLISS, LIVEOPS, DATA ENTRY,
Experience: 2 - 5 years
Experience: 2 - 5 years
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