Catherine Joyce Paulino

I worked in BPO Company for more than 8 years. I started as a Technical Support Representative where I do assist customers over the phone, answer the account and billing inquiries, do troubleshooting for their phone, tv and internet. After a couple of years I got promoted as Subject Matter Expert where my main task is to support agents taking in calls. SMEs also do reporting, we generate reports and create dashboard for the account.After a year, I was assigned to be part of our Workforce Management Team where we manage queue, headcounts and schedules of the agents. We need to make sure we have the right number of people per interval. We also manage financial leverage by making sure all calls coming in are being answered in a timely manner. We make sure we reach our daily target for Service Level by managing offline and scheduled breaks of the agents. After 2 years of being part of the Workforce Team, I got on boarded as a Team Leader Intern. As a Team Lead, I am responsible to manage 13-16 agents that are taking in calls. I drive performance by doing weekly business coaching with the agents, do call monitoring to make sure they are doing the right thing. I also generate scorecard to show them their weekly trend and have a monthly goal setting.