I started as an agent for a BPO company providing technical support to customers over the phone. I specialized broadband and phone technical issue. Then I became a quality specialist, listening to calls and evaluating agents. Coaching and giving feedback based on client's standards. After 3 years, I got promoted as an operations supervisor. I basically handle teams and ensure they provide world class customer service based on key performance metrics set by the clients. I also handled special projects like launching of new tool (CRM) and new lines of business for the program. I can work independently and can do multi tasking. I am also a good communicator and have been trained to handle difficult customers and/or situations. I have also experienced handling and facilitating training and upskilling classes.
Experience: Less than 6 months
“I have one of the best VAs I've had in a long time...she's been amazing”
Davonna Willis
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