Emmanuel Timajo

I have been with the BPO industry for 6 years and I can say that I have proven myself effectively with regards to the tasks given. I have to admit that I had a rough time when I started that is why I only lasted for 5 months with my first employer. However, with my second employer, I did work as a CSR for only 7 months including training and I was promoted already as a mentor. A mentor plays the role of a supervisor for those agents who will transition from nesting to operations. As a mentor, I have learned how to follow certain rules and policy. I was a good listener and that helped me a lot in developing my inner talent. I was a mentor for 2 months then I was again promoted as a supervisor for operations and I delivered because I became the top supervisor for the site on my first month. I was transferred to a different LOB (line of business) and was awarded again as the top supervisor after few months. As a supervisor, I can say that I have done a great job because I was able to develop future leaders. Most of my agents were promoted to mentors, and from mentors to supervisors. I was able to develop my skills like decision making and time management. I learned how to differentiate urgent versus important to accomplish my deliverable on a timely manner. I also learned how to deal with people with different type of attitudes and I was able to make them follow. One of the ingredients that I used was my sense of humor. I realized that adding up pressure on my people will not help them perform their duties. I was a supervisor for almost 2 years then the company promoted me again as a Gradschool Lead wherein I played the role of a manager for those mentors in nesting. I was responsible for the development of these future supervisors. I taught them how to become an effective coach for their agents and to be efficient with their deliverable. I was also able to handle a team in back office when my former manager asked me to be part of it. I was able to develop my skill in creating reports with the use of some platforms like MS Excel and PowerPoint. As of this writing, I work as a home based customer service representative and still delivering the goods for the company. I am consistent in hitting the goals given by answering calls and inquiries professionally and responding to emails thru Zendesk.