Had been in the BPO industry for almost 6 years, most recently a Communications Analyst / Language Trainer in a call center.
Duties included providing complete and quality customer care. Providing appropriate and accurate responses to customer inquiries and applying technical knowledge and procedures when servicing customer queries.
Generates overall performance reports of agents in terms of communications skills coaching cycle and submits it to program leads / managers. Rolls out refresher and language training sessions for agents and new hires as well as train and coach them on enhancing their communication and customer service skills.
Possesses excellent communication and writing skills, proficient in the use of Microsoft Office Applications and has good interpersonal skills. Also has computer / internet knowledge and typing ability. A certified language trainer.
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A freelance consultant, currently working as
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