Dublin Gaye K. Yango

I have solid 8 years of experience in a BPO industry as a Customer Support, Subject Matter Expert, Escalations Lead and Mentor. I worked for Green Dot Prepaid Visa for almost a year where I had been answering customers' queries about their balance, their payment schedule and why their balance has been debited.

I moved to another center and started as a Retention Specialist for Vonage, an internet telephony service provider, for a year. We basically receive calls from customers wanting to end their membership with the company. My task then is to explain to them the benefits of keeping the service. If it would help, I also offer promotions to my customers. I've been doing so until I got promoted as a Subject Matter Expert for 3 years. With this job post, I had been helping my agents to keep up with their targets and had been providing them with insights on how to help keep our customers from closing their accounts with us.

Since I had to move to another house, I resigned and started with a new center as a Customer Service Representative for Amazon.com for 3 months, after which I got promoted as a Subject Matter Expert, Escalations Lead where I took calls from satisfied customers and mostly, dissatisfied ones then to a Mentor where I had to handle a team of 15-20 customer service representatives.

Lastly, I had been a Virtual Assistant to an Amazon Seller where I took care of Negative Feedback from customers, making sure the company's rating doesn't go beyond 98%. I was the one responsible for answering customers' inquiries through emails.