I am a highly motivated individual who has been in the BPO (Call Center) industry for 5 years now.; which all 5 years were with only one company NCO Group Manila. I have been with 2 US Based Telecom accounts
I am a highly motivated individual who has been in the BPO (Call Center) industry for 5 years now.; which all 5 years were with only one company NCO Group Manila. I have been with 2 US Based Telecom accounts which are Verizon Business and T-Mobile. With Verizon Business I was moved from one LOB (Line of Business) to another.
First off as an CSR (Customer Service Representative) for a year and then was moved to be part of a beta group (5 agents) that did Outbound calls to Tier 4 businesses (must have a contract with an Annual Volume Commitment of $500,000 or more. Our duties were (1) to conduct CSAT(Customer Satisfaction) surveys, (2) help resolve any pending service and (3) then upselling by offering new products and services.
After 3 months, the team was dissolved and I was transferred to Billing Research (Back Office) as a Billing Analyst. After a month, I was again reassigned to a pilot team referred as "Swing Team" as a Senior Representative. We were tasked to continue to work on Billing Research tickets but would be prompted to take in calls if there were any spike in the queue.
After 2 months, I was promoted and was privileged to be part of the support team of a pioneer account, Verizon DSL - ITM (Inbound Telemarketing) as a Reports Analyst. My tasks were to collate data and provide analysis on (1) data for each KPI (key performance indicators), (2) sales conversion per queue/DNIS, (3) incentives impact to performance, (4) computation of incentives, (5) account s billable hours and seat utilization.
After a year, I was then promoted as a Team Manager for Verizon DSL ITM which lasted a little over a year before I was moved back to Billing Research as Team Manager. A year and a half later I was then asked to be moved to another start up account, T-Mobile(Activation) still as a Team Manager.
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