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Owen
Customer Service & Quality Analyst with 3+ years in BPO industry
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Competencies
Engaged in providing support and assistance to customers via chat and call channels.
Supervised call monitoring and contributed to improving process accuracy.
Handled technical issues and provided resolutions in a customer support context.
Accumulated over 3 years of experience working in the business process outsourcing industry.
Education
Languages
Summary
Experienced customer support professional with over 3 years in BPO, skilled in technical support, quality monitoring, and customer interactions in English and Spanish. Proven ability to assist large customer volumes and enhance process accuracy.
Key Achievements
- Assisted over 500 customers weekly via chat and calls
- Oversaw quality monitoring for a team and improved command accuracy by 30%
- Progressed from roles in customer service, technical support, refund webform, to risk investigator
Experience
Advocate
Assisted customers via chat and calls, on both English and Spanish queues., Developed skills in technical support and refund webform (Back-office queue).
Quality and analyst coaching
Oversaw monitoring calls of each agent., Ensured branding was effectively communicated to patients., Scheduled appointments with doctors.