Charina Concepcion

Hi! My name is Charina, I've been in the BPO industry for 13 years as Senior Customer Representative, Quality Assurance Specialist and Team Supervisor based in Manila, Philippines. I started as customer service representative and technical support for 2 years focuses on ensuring customer delight and providing world class customer service. I worked my way up as Quality Assurance Specialist for more than 6 years which focuses on analyzing data, sending report through emails to ensure quality service as per client request. Help operations improve call handling skills of representative, giving feedback, call calibration to enhance skills. Which I'm very to keen to details to ensure email and inputs provide are precise and correct. I joined operations as Team Supervisor for almost 5 years, focuses in ensuring team performance is of high standard, reporting to management, handling complaints both agents and clients. I'm highly capable of motivating agents to hit their goals and enhance skills through coaching and monitoring. I consider myself to be dedicated and dependable who possess excellent verbal communication, customer orientation skills and management skills that I can use optimally.