Niko Villaruel

I have 7 years of experience working in BPO industry. I have worked as Customer Service Representative for over 3 years in 3 different accounts, then I got promoted as Service Delivery Specialist, this role is tasked to deliver reports and analyze the trending of metrics and KPIs that impacts the P&L of the business, also sending insights and and providing action plans to improve opportunities. Then recently I have been working as a Production Team Leader managing a team with 10 agents, this role is vital to the business, the tasks is mainly revolving around Identifying most impacting behavior that impacts customer experience, providing coaching sessions and team huddles to ensure that metrics and KPIs are being met. I have also experienced to conduct Ops Validation or Final Interviews for applicants.

Over the years, I have developed critical thinking and strong communication. I have faced so many struggles and experienced rejections, there were times I doubted myself, but it served as my main source of motivation to always take my best foot forward in everything I do. Passion is what drives me to continue what I have started and be relentless. I'm a person who's very particular and keen with delivering great results that exceeds client's expectation and always make sure to work efficiently before deadline. With my experiences in the past I have learned the art of time management, to get things done on a timely manner.