Hannah Llido

I am currently serving as a Technical Representative - Tier 2 / SME to the pioneering BPO company in our country.

After college graduation, I instantly work for a BPO company. During my first 3 years, I plainly take inbound calls and assist our members with their internet issues. Then, I got transferred to a pioneering group that caters email support. We cater both webmail and client mail issues.

After 2 years, our email support has been upgraded into Escalations meaning we are not only catering email issues but also internet issues that our Tier 1 support can't resolve. We do follow-up calls as well making sure the resolution we've provided to our members is very satisfactory. Incline with the upgrade of our support, my job title has been upgraded into Tier 2.

When Escalations was closed, they transferred me to another technical account supporting internet related issues still where I spent 6 months taking inbound calls before being recommended to be part of another pioneering group that caters both cable tv and internet issues. After taking calls for 2 months I was then assigned to be part of our Support Group. Members of our Support Group take sup calls, do refresher classes to their designated teams and assist Tier 1 agents on their calls at real time. We make daily reports as well on our agents improvements and their updated metrics through MS Word and MS Excel.

I had a part-time job as well to a client that needs someone to do a data entry for him. We use CRM to complete the job. It's more on uploading the photos of the houses he needs to sell and their information to the CRM and to some websites as well. By the end of the month we do a marketing report. I worked for him for more than a year until he decided to take a break on being a broker and concentrate on their family business which is a house maintenance company.