1. Team Player
2. Problem Solving
3. B2B experience 4. Fast Learner
5. Experienced Customer Service Rep (7 years in BPO)
6. High Achiever
7. Industrious
8. Chat Support
9. Team Leader
10. Inbound/Outbound call
11. Editor l A & A Photography
12. Video Editing
I have worked in a Call center company for 7 years. In my 3rd year of working, I was promoted to become a team leader. I have handled a total of 15 agents under my team and was given the chance to handle various departments. I have worked and gotten the job done under pressure. I am a role model and an asset to the company since I have received positive feedback from my manager and supervisor. Team Leader includes the job of maintaining the sales and introducing new products to clients. I also need to maintain updates daily to my agents so they have efficient knowledge of the product and process. Below are some of my responsibilities from my previous job:
Agent's Position:
1. Maintaining 99% Customer Satisfaction
2. Maintaining Daily sales quotas
3. Maintaining Daily Sales balance - System used to generate sales V.S. Sales Tracker
4. Taking inbound and outbound calls (40+ calls per day)
5. Maintaining 100% Attendance by End of Month (No late and absences)
6. Making sure that all updates have been acknowledged
7. Making sure that all calls have been tracked
8. Efficient knowledge of Sabre and Amadeus
9. Chat Support
10. etc.
Team Leader's Position:
1. Daily sales reports to clients
2. Daily reports of agent's stats to operations
3. Assistance to agents from different departments
4. Monitoring agents' activity - CMS
5. Monitoring agent's sales
6. Taking supervisory calls
7. Attending clients meeting to present monthly stats of the team
8. Creating Salary of agent - Every 15th of the month and end of the month
9. Introducing products and updates to agents and clients
10. Coaching and feedback
11. Chat and Email Support
12. Minimal Workforce job
13. Etc.