Arnold Ambubuyog Denus

I have been with the BPO (Business Process Outsourcing) industry for more than 5 years now. I played the role of both customer and technical support representative wherein I can definitely say my skills were greatly enhanced.

Having equipped with the experience I had working with the biggest BPO companies, I can confidently say that I have what it takes to handle the responsibilities that are within my field. However, challenges are always welcome where I can explore new learnings and use it later on to progress even outside of my comfort zone.

The most recent account that I've handled where I excelled at is a non-voice email support campaign. At first, I admit that I found the position really difficult as I am more used and familiar handling or providing customer service via phone. However, I was able to get the hang of it by focusing each and every day that I'm answering emails and with the supportive coaching sessions provided by our Manager. After a few months working as frontliner, I was given the opportunity to be a part of the escalation team where I can say that the workload is more complex. By applying the same practice when handling phone calls and the new skills that I acquired especially in writing emails with the right format and response, I was able to produce great and impressive numbers which actually led to recognition and growth of the account.

I am also knowledgeable when it comes to troubleshooting internet connection both wireless and wired issues. Spent couple of years working for the biggest ISP (Internet Service Provider) providers in the USA. Dealing with the customers in this field is really challenging and yet rewarding. It's always been the key points that I set to myself that helps me to provide a seamless experience to our customers. First will always start with active listening in order to fully understand the caller's query. This is also a big help to prevent asking unnecessary questions. Second is to empathize for them to know that you are here to assist them which can usually neutralize the mood of the call once they feel that help is on the way. This is my favorite part, this is where I will work with the concern and perform the troubleshooting procedure at my finest. Once done, I always do it as a habit to prove the functionality of the resolution I provided. Now that all is back in business, it is a plus to educate them about the possible causes why the problem occurred as in this way they will surely feel that you are going beyond your limits, simply by showing extra care and efforts.

Furthermore, I also have a sales background which I am truly proud of. I agree to the fact that sales is really challenging but with the experience and rewards that I obtained in this field, I can, therefore, say that it is rewarding indeed. This is the benefit that I am always taking advantage of each and everytime I am able to resolve a call. The opportunity to close an upsell is really big as trust has already been built. However, there are times that customers are still hesitant and this is the perfect point to showcase my upselling and convincing skills. I always focus on the benefit and the value that they can have with the product that I am offering.

These are the expertise that I possessed which has been proven effective and useful to excel in this kind of industry. I have been doing this practice for years and I am more than willing to have these developed by the help of new ideas and learnings. Lastly, I am confident to say that I am capable of providing a meaningful contribution to your campaign's success.