Hello, I’m Lovely. I worked with BPO Industry for almost 4 years, under one company, Teletech. I supported Telco accounts in America and Australia as a customer service support. I was cross-skilled for Technical and Sales function as the programs I’ve been with are gearing towards having a Universal Agents. I can type 50 WPM with 95% precision and accuracy, and excellent with most of the data entry services. I was trained and excellent with handling chat/calls/email complaints including objection handling with irate customers. I do outbound, inbound, chat, and email communication with the customers and flexible in terms of handling customer’s enquiries and concerns. Since I am multi-skilled agent/consultant I am excellent with multitasking and handled POC tasks such as daily collation of data. Sending report summary, as well as completion reports for the Team, delegated by my manager. I am perfectionist when it comes to anything that we’ll be reflecting from me, my team, or my company. I want everything well-planned and executed. We have multiple accesses to highly private apps and tools which includes customer private details and password. On my whole duration in the company, I am a consistent top performer receiving monthly performance incentives and has no corrective actions received as well as reliability issues. On my second year in the company I was promoted as a Quality Assurance Analyst and have handled three different function: Voice, Email, and Chat Evaluations. I continue to excel in the Quality Team by maintaining my performance incentives and meeting my deliverables. As the time goes by, I was trained to do data collation for the program and doing reports. We do tedious investigations on each report being sent by client. Aside from doing evaluations and sending feedback and coaching opportunities, I am generating insights from the raw data which we report to our Executives and Client. My written and oral communication skills is excellent as I was asked by my manager to do data presentations directly to the client. Skills and Competencies Excellent written and oral communication skills Strong Analytical Skills – can easily access conditions and provide appropriate interventions Outstanding decision-making, problem solving, and professional judgement skills Proven consistent and excellent record of reliability, and responsibility Resourceful in completing projects, and effective in multi-tasking Skilled user of MS Office applications such as MS Word, and MS Excel Dedicated individual with reputation for consistently going what is beyond I am known to be intellectually curious. I ask questions and help whenever I have encountered scenario that is new to me, to make sure I’ll do excellent and right the first time. I am trained to handle pressure as I worked with data and reporting which are considered tedious for Executives and Clients Years of having conversations with clients, executives, as well as customers, boost my self-esteem