I started my journey in BPO industry 3 years ago as an agent or Customer Service Representative. I was trained to handle Chat/Email/Outbound and inbound calls catering food delivery service in US. After a year and and 6 months, I was promoted as a Quality Analyst. My job is to make sure that our agents provide a quality customer service and continuously improves our clients processes and provides feedback to the operations. I also became the acting supervisor for the QA team and handled Weekly Business Report Analysis to the clients. After 8 months of service as a QA, I decided to move to operations and got promoted as a Team Leader. I handled 15-16 agents and monitored their performance and attendance. I always make sure that they were able to reach or exceed their KPI month per month. From my past experiences, I've learned a lot of skills in terms of handling my customers, or being keen with every detail and can work with a very minimal supervision.