Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2005 to June 2011 (68 Months)Duties and Responsibilities:
- Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.
- Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.
- Answers concerns regarding billing and other charges on the bill.
- Gave credits to qualified customers.
- Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.
- Performed SME/Floor support duties and served as Team Lead back up.
- Jo has more than 10 years of relevant work experience. She has performed various roles in different companies where she supported the following tasks:
- Customer service
- Technical support
- Handle escalation calls
- Ticketing system
- Outbound and Inbound calls
- Chat support
- Email support
- Billing and payments
- Virtual Assistant
- Her biggest achievement was doing/implementing the process improvement from one of her client and lead the team.
- During her BPO employment she handled different accounts such as:
- AT&T
- Comcast
- Time Warner Cable
- Bellsouth
- She worked with US client.
- She is proficient with MS Excel, Front, Helpwise, Jira, Office 365 and Google suite.
- She needs 2 week's notice to start. She is amenable to working the day shift for full-time position.
Predictive Index Behavioral Profile - AltruistStrongest Behaviors
- Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
- Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome.
Behavioral SummaryWorks at a faster-than-average pace; is attentive to details and both quick and accurate in handling them. Jo Mary Rose is, however, too impatient to enjoy working with details as repetitive routine or as a primary responsibility.Eager to be sure that things are done exactly right, they’ll follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. Their sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.