Philip Mall D. Tamera

Philip Mall D. Tamera

$25/hr
Technical Support, Billing, Customer Service, Design, email support
Reply rate:
-
Availability:
Hourly ($/hour)
Age:
34 years old
Location:
Bacolod city, NEC, Philippines
Experience:
8 years
About

I started my BPO career with a technical account by Telstra which was Bigpond Wireless Broadband. I worked as a technical support for 3 months and got promoted as a Subject Matter Expert (SME). Being an SME, we support the newer waves of trainees that newly hit the production floor, we take down of new issues and find the best solution for it. I worked for the account for 2 years.

Second, The account was Comcast. I started as a Tier 1 agent for Internet technical support, after a month I was up-skilled for two different line of business (LOB) which was Telephone and Video Support and was promoted to Tier 2 support that has greater range of responsibilities like escalations and setting up a technician visit, as well as equipment replacement and service credits. I worked for Comcast in a span of 2 years and 6 months.

The next 6 months I worked for a seasonal account which was Intuit TurboTax, I was part of the technical team who helped the customer in downloading and installing the said program to prepare their taxes during the tax season.

After the tax season ended I got hired by another company for a technical account, that was for Time Warner Cable and during the hiring process they asked me to take an exam for the Tier 2 posistion and luckily I passed the test and got the said position where we handle all basic and advance internet concern. Excellence was expected from us since we were considered as experts when it comes to product knowledge, first call resolution, and their top priority was CSAT or the customer satisfaction, Clients were expecting an excellent customer experience during each and every call and I was able to provide that to each and every call that I have handled. I worked with
Time Warner Cable (Spectrum) for 2 years.

After TWC, I worked for a local sales company. A bank related job we do telemarketing, we asked people to add a new Credit card aside from them having already an existing card. It was a hard selling account but I able to exceed the Admins expectation so I got promoted as a Branch Manager after 3 months. I initially thought that being a manager I will have fewer jobs to do, but I was mistaken because whenever some of my staff were not able to report on duty I cover for them, I did the daily and weekly report, I do the sending of clients data sheets, I do the janitorial job every after shift just to keep the work place clean, I do hard decisions everytime including terminating a friend since his no longer being responsible with his duty.

Those are all my work experiences and each of them have mold me into someone better and made me who I am right now and who I will be in the near future.

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