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I have worked in the customer service industry for more than ten years. For the past years, an average day at the office for me includes answering phone calls, responding to emails and chat messages.
I would consider myself to be a jack-of-all-trades, and I have always been hungry to learn and grow. During the last six years of my BPO career, I had a chance to write several knowledge articles and had an outstanding performance. The management was impressed and I got promoted as a Team Leader.
With the new role; I facilitated training classes, built the Quality and Scoring guidelines for our team, participated in various leadership training, did reporting and data analysis, made significant contributions to our team's balance scorecard, and I did oversee team's daily activities.
I wanted to share that anecdote with you. I work very well in an unsupervised environment, and I am a highly organized person. While my previous work is not a remote job, I reported directly to a manager who is located in the US, all of our communications are done over email, chat, phone, and video conference.
I may be resourceful and is keen on finding solutions by myself, but I always make sure that my manager is aware of my actions. From my experience, clear and proactive communication is key when managing relationships and staying productive when not in the same room. I also make a point to have at least a good chat session or phone call with my teammates so we can get to know each other a bit better.
I would love the opportunity to share more about my experiences and learn more about your company.
ML/AI Data Contributor and Recruiter (FREELANCE recruiter)
FOCUS DATA ANALYSIS LLC
FEBRRUARY 2019 TO PRESENT
- Aims to help the largest technology companies in the world by contributing voice and image training data that helps them improve Machine Learning and Artificial Intelligence algorithms.
- Has completed numerous projects for companies by collecting data from over 100 countries and languages.
- Responsible in recruiting people to participate in different data collections project
Recruitment and Marketing Support Specialist
ANGLOVILLE INTERNATIONAL
JANUARY 2019 TO JANUARY 2020
- Responsible in recruiting English native speakers by conducting a series of interviews and documents processing
- Responsible in handling all Social Media accounts in different platforms, answering queries, performing outreach via email and chat. Basic content writing and graphics creation
- Responsible with Last-Minute recruitment of the English native speakers thru all forms of communication (Email, Chat and Phone)
- Responsible for the customer service chat support via WhatsApp
- Responsible for updating some of the company website's properties using WordPress
Team Lead - Reporting and Training
GRACE GLOBAL OPERATIONS CENTER
OCTOBER 2012 TO SEPTEMBER 2018
- Responsible for the Global HelpDesk Reporting such as Attendance Report, Aging Tickets Report, Monthly Individual Scorecard, CMS Report, Quality Audit and Quality Report
- Responsible in facilitating the New Hire training for HelpDesk specialists
- Responsible with 1-to-1 specialist QA coaching
Technical Support Representative (Time Warner Cable)
24/7 Customer Inc.
MAY 2008 TO JUNE 2012
- Responsible in providing consumer technical services
- Participate in product and services training to be shared to the consumers
- Part of the mentor team, as Subject Matter Experts
Technical Support Representative (Time Warner Cable)
eTelecare Global Solutions
JANUARY 2006 TO APRIL 2008
- Responsible in providing consumer technical services
- Participate in product and services training to be shared to the consumers
- Part of the mentor team, as Subject Matter Experts
Outbound Sales Agent
Vertex Solutions Inc.
JUNE 2001 TO DECEMBER 2005
- Cold calling
- Up selling, cross selling and down selling
- Appointment setting
