Jerbie Andres

For 8 years, I have worked in call center company as it pays higher than a normal private institutions here in the Philippines. I have handled different accounts like mobile telecommunication, membership program, ecommerce and ISPs. 

I have worked as customer service for mobile telco brand based in Australia for two years where I was answering calls from users about their bills and accounts. In the same company, I have been reassigned to an ISP also based in Australia for two years wherein I was answering calls about connectivity issues like network and local connections. Then I decided to apply as chat support for an online shopping website due to better salary offer. There, I was answering chats from leads or prospective buyers about the product or listing, fulfillment and after sales service such as warranty and replacement. I only stayed for 3 months as it was only a seasonal account. After my stint in ecommerce, I applied as email support for a airline loyalty program. For 3 years, I was answering emails from members about their status, benefits and complaints. In the same company and account, I was promoted later as mentor and subject matters expert and supported new hires during their transition period. I've got promoted again after few months as a Team Leader.

From my years of working experience, I have gained these qualifications that can be a great value for this position:

1. Organized and can work with minimal supervision: Part of my everyday life is to complete my daily task as a team leader. There are times that I become handful so I manage it by prioritizing the tasks by importance and deadline. I remind myself using sticky notes, notebooks, alarms, calendar and mobile applications. Integrity is really important to me so regardless if I am being observed or not, I make sure there's a value in my work and I follow every process and policy.

2. Keen to details: As a team leader, it is my role to ensure my agents work are with high quality. Within a week, I do quality checks using the outlined framework and random checks for error. I also send out reports directly to the client so there's really no room for error.

3. Promotes team work: This gives a healthy working environment even under pressure. I schedule weekly team meeting to know how they feel and to hear them. Competition can also provide a spice in the workplace. Quiz bees, games and other activities that not only promote knowledge, also spread good vibes and camaraderie.

4. Highly motivated: I have two kids and I want to be near them and focus on them during their critical growing years. As sole provider of the family, both can only be met if I work harder to get a homebased job.

5. Sheer will to learn and develop: Classroom or web training are good for me but I also do homework. Watching tutorials in Youtube, doing extra research, getting feedback from the experts are my ways to learn faster.