Freelancer

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.

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.

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.

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.