Jay R Estonio

I've been working in the BPO industry since July 2009. I started as a customer service agent for a radio satellite account. After four months, I got promoted as a Quality Analyst. During my tenure as Quality Analyst, I learned how to evaluate calls based on the client guidelines and conduct weekly touchbases. But the most important skill that I learned is how to create reports usint Microsoft Excel.

After they have observed that I was quick to learn Excel, they assigned me as the reports person of the QA Team. Until such time that the Operations team noticed my skill in Excel, they asked me to join the Reports Analyst Team. My first project was to create the Customer Satisfaction Report. After working for two years as a Quality Analyst, I joined the Reports Team. During my tenure of four years, I learned the following skills:

▪ Data cleaning and preparation

▪ Data analysis and exploration

▪ Creating data visualizations

▪ Creating dashboards and reports

▪ Excellent Communication & Presentation Skills

▪ Statistical knowledge

After four years, I wanted to seek for another challenge so I applied to be a Team Leader in the operations team. I got hired and managed a team 15-17 customer service agents. During my tenure as a Team Leader my daily tasks were to:

• Create an inspiring team environment with an open communication culture

• Set clear team goals

• Oversee day-to-day operation

• Monitor team performance and report on metrics

• Motivate team members, recognize high performance and reward accomplishments

• Discover training needs and provide coaching

After four years of being a Operations Team Lead, I decided that I wanted to go back to building reports but also earn a better salary. I resigned from Alorica and transferred to Teleperformance, but as a Metrics Analyst Supervisor. I've been with the company for four years supervising and managing four reports analysts, each of them handling an account.

Currently I am looking for opportunities outside that is better salary-wise and will also allow me to learn from different work cultures and best practices.