I worked as a customer care representative for 1 year and a half. As a CCR we received tracking and investigation calls, because I'm under a logistics company. After being a CCR i was promoted to TL apprentice for a year, my campaign promoted me because they saw my potential as a leader, my statistics was good and they are aware that when it comes to work I put all my effort. After being an apprentice I decided to become a Subject Matter Expert (SME), I answered escalation calls. I make sure that the concern of the customer will be resolved in all my capabilities. As a SME patience is more important because usually we are dealing with an irate customers and more confidence is needed.