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Customer Service & Training Specialist with 7+ years in BPO and Technical Support
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Competencies
Led teams and coached agents to meet and exceed performance targets.
Provided high-quality customer support and technical assistance across multiple roles.
Monitored and improved agent performance and quality metrics.
Guided customers in resolving technical issues related to TV/DVR and connections.
Managed daily reports and scheduled technician visits efficiently.
Education
Languages
Summary
Experienced in team leadership, technical troubleshooting, and performance management with over 7 years in BPO and technical domains.
Key Achievements
- Led and coached teams resulting in a 20% increase in collections within one quarter.
- Developed and delivered training to enhance agent performance and client satisfaction.
- Monitored and improved campaign performance through strategic feedback and adjustments.
Experience
Trainer
Delivered training sessions to enhance agent knowledge, skills, and performance., Provided structured feedback to ensure alignment with client expectations
Supervisor
Lead and coach agents to consistently achieve monthly client targets., Developed and motivated underperforming agents, achieving a 20% increase in collections within one quarter., Compiled and delivered daily reports (attendance, production time, etc.)., Improved campaign performance through...
Collections Service Representative
Consistently ranked among top performers for collections and quality metrics.
Customer Service Representative
Processed and created daily printer work orders., Consistently achieved and exceeded daily processing goals.
Advanced Technical Support & Customer Service
Guided customers in troubleshooting TV/DVR and connection issues., Scheduled technician visits for unresolved technical problems., Served as Quality Assurance Specialist, monitoring calls, scoring performance, and coaching agents—successfully reducing repeat errors.