Brilliane Jordan

I've been in the BPO industry for more than 10 years. With my experience I was able to handle a Telecommunications account, it has taught me on how to deal with irate customer and understand where their coming from. From Telecommunications, I've tried Financial account. This is quite a work knowing that I do not have any financial background and I will be dealing with customer's finances, do balancing job like what a regular bank tellers do and explain regulation that we follow as an institution. I also tried healthcare account, this one is quite challenging for me, same with financial account, I also do not have experience with any healthcare related account, but I was able to ace it. Same with other type of accounts that I've handled, I made sure that I was understanding the Core representation of the queue, what are their main target, what are they trying to achieve and HOW will they be able to deliver it. Overtime, I was able to acquire those knowledge that I've learned. I also tried Retail business in one of the biggest online retail platform in the US. In less than a year I became a Subject Matter Expert, then I was also part of the training team. I was assigned to do both communications and process training for the said account. Lastly, I tried working in a non-voice account in one of the well-known social media platform, worldwide.

I am currently a Supervisor/ Team Leader. I am handling 15 to 17 heads under my bucket. I am responsible on the productivity of the team that should need to meet clients requirement. I also make sure that whatever updates we have in the account, my team should always be calibrated. What we do is that we review the Business side of the platform. We check if there is any violating signal that should not allow the Advertisement to go through. I am very particular on the wellness of my agents. I always advised them, especially in this pandemic to spend most of their time with their family. This will encourage them to do better with their numbers because at the end of the day they will be rewarded with whatever request that they ask, so long as it's within the company's policy.

I was able to achieve all of this because when I was still in my university years, I always push myself to do my deliverables in a smart way. I was able to get my bachelor's degree at the age 19. I took Bachelor of Science in Industrial Technology major in Computer Technology. While studying I also took part time jobs to support me financially in my studies. That is why, now that I was seeing myself as a successful career woman, I can say that whatever life will bring you, you just need to accept it and get along with it.