Candidate Profile

    Roo5025

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    About

    Leads the team to be number one in sales, Net Promoter Score, Customer Satisfaction, First Call Resolution with low handling time

    Proficient in

    Team ManagementSalesEngineeringLeadership
    International

    Yes

    Availability

    Part-time or Full-time

    Experience

    8 years

    Previous Roles

    3

    Work History

    BPO supervisor
    Product Engineer
    Quality Assurance Engineer

    Key Responsibilities in Most Recent Role

    Job Title: BPO supervisor

    8 years
    • Handles Team(15 agents)
    • Coach agents about their metrics, Net Promoter Score, Customer Satisfaction, First Call Resolution, Average Handling Time, Non-talk time
    • Taking Supervisor calls
    • Calibrating calls with the clients
    • Activate new accounts
    • Expert in porting a telephone number(wireless and wireline)
    • Developed a track record of monthly and quarterly add a line sales
    • Developed training methods that allow the «Add a line» team to surpass sales quotas
    • Manage customers account
    • Handles billing inquiry(First bill explanation, pro-rated charges, one time fees, expired promos)
    • Resolve customer complaints
    • Probe and discover the needs of the customer and recommend the appropriate service on their service
    • Perform troubleshooting on the phone issues
    • Provide customer a remarkable experience through pit on the call Build connections and rapport to the customer
    • Provide one of a kind experience on every call

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