Hi I'm Jeff. I have been in the BPO industry for almost 6 YEARS. I started working in the year 2012 as a Technical Support Representative for a telecommunications giant. Troubleshooting, scheduling appointments, setting up equipment delivery, bill explanations and sales are some of the few things I do for this position. After 1 year and 9 months I applied for the escalations position and got it. As an ESCALATIONS SUPERVISOR, I handled supervisor escalations up to presidential/client escalations issue. I did escalations for 1 year and 11 months. After escalations I applied as TEAM LEADER and got the post last December 2015. As a team leader, I handled 15-20 agents on a daily basis. I make sure that I coach them and gear them towards meeting their individual goals while delivering our client needs and financial expectations. I have been a Team Leader for 1 year and 11 months before I was offered the post to become the very first OPERATIONS LEADERSHIP CAPABILITIES SPECIALIST for our company site. In this post I Facilitate onboarding, coaching, management, leadership, sales and leadership development learning programs for our site. I am also Responsible for on-boarding and providing initial training for new leaders