CSR & TEAM LEADER & SUPERVISOR at Global Lead Force (2024-01 – Present)
- Achieved daily and monthly KPIs (Key Performance Indicators) including call handling time, quality scores, and transfer conversion rates.
- Supported the team in achieving daily/weekly targets by motivating and sharing effective call strategies.
- Assisted the Supervisor in managing shift schedules, monitoring agent performance, and ensuring smooth workflow.
CSR & Team Leader at Kent Rings (2023-01 – 2023-12)
- Resolved customer issues with patience and professionalism, ensuring a positive customer experience.
- Conducted mock calls and training sessions for fresh agents to improve their communication and lead transfer skills.
Live transfer agent at Phoenix Coro (2022-01 – 2023-12)
- Verified customer information, eligibility, and insurance details as per campaign requirements.
CSR & LT at Hello International Marketing Solutions (2020-01 – 2022-12)
- Handled inbound and outbound calls for DME (Durable Medical Equipment) campaigns, assisting customers with inquiries and providing accurate information.
- Acted as a Live Transfer Agent, efficiently qualifying leads and transferring them to the appropriate department or closer for further processing.
