Christopher M.

ABOUT ME

I am a former BPO Team Manager with a strong background in customer service.
My 8 years of experience had led me to acquire the following skills:
-monitors, identifies, and resolves performance/behavior issues through regular coaching sessions using prescribed management techniques.
-participates in weekly touch-base with the client-vendor, managers, QA, and trainers to ensure calibration evaluations and understanding of program changes/updates
- communicates all process and client changes to direct reports within specific timelines
- resolves escalated customer issues.
- maintains current HR records and ensures meeting of subordinates' training needs
- manages the various lines of business (for homeuser, HealthCare, and back-office support)
- manages the offline support team (email, chat, help desk and auditors) for the program
- oversees special projects spearheaded by the client (i.e.marketing promotions, website improvements, outbound surveys, audit preparations)
- works with Operations Manager to onboard new Team Leaders and to screen potential agents
- acts as Point of Contact in the absence of the Operations Manager
- participates in the program's Monthly/Quarterly Business Review or Meetings
- acts as a liaison for the client-vendor in the absence of the Client Services Manager
- occasionally acts as a point of contact of Human Resources to operations/production

Additional Experience
-freelance ESL tutor (2 years)
-QA/QC Microbiologist (5 months)

SKILLS