Danna S. Estur

I have been working in the BPO industry for more than a decade in which I started with an entry level post to a supervisory post.

I started off as a Customer/Technical Support Representative for one of the biggest DSL providers in the US. For 7 years, i didn't mainly just took calls but i was also designated to do admin tasks where I was introduced to Excel Program application. Doing data analysis on cause and effects, etc. Apart from that, I also became part of Level 2/Escalation Support where we address escalated calls that weren't resolved by Level 1 support and/or supervisor calls.

Thinking that I have done all that I can do as a representative, I felt it was time to move up the career ladder. I applied and got promoted as Quality Coordinator for a Data Entry Support. Main task was to ensure Quality/error free transactions to our Critical Accounts/Clients by doing 100% audit. For a span of 2 years, no errors were reported on the transactions I audited. I was also designated as POC on Quality-related reports.

Management, seeing my potential to lead then promoted me as Team Manager. I am very keen in multitasking especially that I am handling 28 people with several metrics with specific targets. I have undergone training for Basic and Intermediate Excel Application, Data Analysis, Root-Cause Analysis, Performance Coaching, etc., that equipped me in facing daily challenges in our line of business.

Another 2 years passed, my strength in handling both productivity and quality performance of my team, management saw an opportunity to expose me to a bigger responsibility - handling client relations specific to our account's quality performance. A year and a half after, I got offered the Training and Quality Supervisor role. I have first hand communication with our clients and have this great partnership with them in implementing initiatives to improve and excel with our quality performance.

I am someone very open to challenges and will do what is necessary to deliver to those challenges.

I have had 7 years in customer/technical support and 7 years in management that have equipped me with experience and knowledge which I can apply in future projects that will be offered to me here.