Anne Louise Gem E Escalona

Hello and good day! I’m Anne Escalona but you guys can call me Andy. I’ve worked for Boxy for three years but I have a total of 6 years worth of experience in the BPO industry. 

For the last three years, I have worked as the first Quality Assurance Analyst and Subject Matter Expert for BoxyCharm which means that I deal with the QA, coaching, and huddles. And then, I was promoted last Sept 23 2019 for the Project Analyst position where I was given several tasks to work on and be proficient on. 

My non-BPO related work experience was working for Precious Pages Corp.; one of the largest publishing companies in the Philippines as a published writer and, as of the moment, I am freelancing as an animation trainee in an animation school.

Going back to my Boxy experience, I would like to highlight the responsibilities that I was entrusted with during my three-year tenure:

• Aging Email Inbox Control 

  * Analyze aging emails behavior and manually queue if necessary

    * Check if it was routed properly and why was it not answered?

    * Check if it was not routed and check if it was system-driven

• Daily Snoozed Scrubbing

  * Always scrub this so it won’t be a disadvantage for the TTEC team

    * Pending Inventory

    * Pending Customer Reply

    * All Pending Inboxes

      * NEED TO SCRUB AND CC MANAGERS

• Marketing Emails Monitoring

  * Inclusion in Email Marketing channel disseminate information to internal team for heads-up of incoming volume due to marketing initiative

• PPP Progress Tracking
• Voicemail Transcription
• Huddles every 11 PM (evening shift); 6 AM (morning shift)
• Escalation