Jillian Ilagan

I've been in the BPO industry for more than 4 years and that mold me to who am I today. I started as a Phone customer service representative that handle customer inquiries, complains and billing. After a year, I've got a new work and this time I handle customers concern through chat (mobile postpaid).

The next year, I've become an email representative wherein I use Zendesk. This time I've already stated providing credits, refund, redeliveries to customers. After 8 months, I become a Tier II and after 3 months I've become a Quality Analyst.

In this new role I audit emails using Scorebuddy. I'm also tracking scores using Excel File and Google Forms. Make necessary reports on how agents can improve their scores and responses.