Analiza Morante

I am a single mother who's been supporting my daughter by working with BPO companies. I started working as customer service representative back in 2017. I started out as a humble agent with minimal skills. I dedicated my time and effort to learning new skills and worked my way up. I was promoted as supervisor and then campaign director.

For six years, I efficiently worked with call centers until I accepted an offer from an owner of a company to remotely manage their campaign. My tasks included but not limited to:

• I was responsible for remotely overseeing the call center handling the campaign. 

• Checking of invoices to verify if company is being billed correctly.

• Analyzing and submitting reports to client.

• Training new customer service agents

• Listening to random calls of agents to check the quality. 

• Answering customer’s emails.

• Working with the call center’s campaign director and management staff in maintaining the KPIs such as service level, talk time, abandon rate, efficiency rate, team’s average handling time, and other metrics needed for the stability of the campaign. 

These experiences enabled me to be a flexible individual who can carry out output necessary for the success of the company and influence a team to effectively accomplish multiple tasks in a timely manner.