Barbara C. Clemente

As a Helpdesk Manager for 5 years working remotely, I am able to manage my team and evaluate their performance according to the client’s standards. I make sure that customer service is timely and accurate on a daily basis by always monitoring our ticketing tool so Service Level Agreement is met and contribute to improving customer support by actively responding to queries and handling complaints. I also establish best practices through the entire support help desk team and making sure that our tickets are answered and resolved timely and encourage the team to always make a follow up with the customers before putting the ticket to close just to make sure that an extremely satisfied survey is received and to also identity areas for improvement. I prepare daily, weekly, monthly and quarterly reports on the help desk’s team productivity and provide feedback to my team and across different departments. I also make sure to attend our managers meeting on a weekly basis. I train new support staff as well.

I develop a strong sense of listening comprehension to every customer. In that way, I can reply with human connection and develop rapport easily with customers. I have been working in a BPO where I service customers with exceeding expectations. I talk to them mostly by phones so they should be able to hear a smile from my voice too.

I also work as an Admin Assistant and I answer emails. I am also very much careful with my words before sending replies. I review emails many times before sending just to be sure that it is sent to the right person.

I am also a teacher which I personally believe that teachers are the best managers. In that way, I can manage work and deal with them accordingly with enthusiasm and emphasis in everything that I do.