Dan Ryan Sosmeña

I have been working in a different BPO industry for the past 8 years now. I have acquired different skill set, knowledge and experience that made me versatile enough to survive and succeed in life.

I am an open minded person and I believe that learning is a continuous process. I am always excited to learn something new every day. I am not afraid or shy to ask questions if and when necessary.

It will be an honor for me to be part of something great and contribute to its success.

SKILL SUMMARY

CUSTOMER SERVICE EXPERIENCES:

• Provides answers to customers by phone.
• Handles escalations from tier 1 agents (Inbound and Outbound calls)
• Handles customer inquiries and complaints through email and chat.
• Data entry of customers using SalesForce tool.

WORKFORCE ANALYST/ADMIN EXPERIENCE:

• Administrative Tasks (presenting reports to clients, analyzing raw data, etc.)
• Real Time Monitoring - (We monitor our agents real-time)
• Email Responses - (We respond E-mails to our managers and our clients)
• Scheduling - (We plan and create schedules for our agents)
• Fixing Technical Issues of our company production tools.
• Identifying problems; researching answers; guiding client through corrective steps.

COMPUTER AND TECHNICAL SKILLS:

• I can do network troubleshooting
• I have vast knowledge of hardware and software troubleshooting
• I have vast knowledge in the following:

• Office suites
• Spreadsheets (Excel, Google Spreadsheets, etc.)
• Communication and collaboration tools (Gmail, Slack, Skype, etc.)
• Social media (Twitter, Facebook, Instagram, etc.)