Angelo R.

Managed daily operations to ensure efficient workflow within the team. Guided and supported a team of 17-20 employees in achieving performance targets. Initiated measures to enhance productivity and operational efficiency. Organized regular staff meetings and offered constructive feedback to team members. Ensured a safe and compliant working environment aligned with company policies.

Experienced in developing and implementing digital branding strategies to enhance online presence. I manage end-to-end social media operations, including content creation, marketing material design, and community engagement. By leveraging over 5 years of BPO experience in performance management and data analysis, I optimize social media workflows and maintain consistent brand messaging across multiple platforms.

Provided assistance to customers facing various technical challenges through email, live chat, and phone support. Addressed customer service inquiries by offering guidance or escalating issues to advanced support. Instructed customers on common phone hardware and software setups to enhance service functionality. Leveraged extensive product knowledge to resolve customer problems. Assisted customers with online billing, account access, and technical difficulties utilizing screen sharing and remote control tools. Diagnosed hardware issues and coordinated with service providers for repairs.

Engaged in processes aimed at achieving and maintaining operational efficiency by ensuring optimal staffing of agents with appropriate skill sets at the right times.

Assisted the supervisor in managing the team, providing support, and addressing agents' needs. Conducted audits of agents' QA scores and calculated scorecards. Aided in the management of calls, chats, and emails. Developed and implemented office policies and procedures to enhance efficiency and cut costs.

Handled incoming calls, offering initial customer support and assistance with product and service transactions. Maintained composure in high-pressure situations and effectively resolved conflicts. Assisted customers with billing inquiries, processed payments, and guided them through payment option setups.