I have worked in the BPO industry for about 15 years and I have learned to enhance my written and communication skills through continous learning and hardwork. As a result, I was promoted to become an Associate Trainer in which I am assisting new hires and provide a good learning experience in terms of product knowledge, processes and tools navigation before they take in calls. I am also giving real time feedback to agents to enchance their communication skills and lay out an action plan to ensure progress.