I have a solid 12+ years of experience in the BPO industry. In 2004, I started out as a Customer Service representative at ePLDT Parlance Systems, Inc. After 3 years, I moved to 24/7 Customer Philippines (now [24]7 Inc. Philippines) and progressed my way to becoming a Senior Quality Assurance Specialist. I supported the Operations team of both Mobile Customer Service and Mobile Technical Support lines of business. In 2011, I had the privilege to move to Operations as an iPhone/Mobile Tech Support Team Leader. I handled 15-18 TSRs and managed their behaviour and performance to achieve and exceed the LOB's KPIs.
I'm currently a Support Manager for an Australia-based digital marketing agency where my primary role is to handle the customer service side of the business.
I continuously seek learning and improvement from my work experiences and be consistently involved in other facets of the business.