Karl Dominique G. Ramos

I started as Technical support representative for networking devices specifically modem, routers, wireless adapters, surge protectors, etc. After 6 months I joined email and chat division which was newly launched by the organization. Our main product is to support non-networking devices such as KVM switches, Apple accessories, Bluetooth devices that lasted for 8 months before the account was pulled out.

As I continue, I was given the chance to join a different organization and asked me to cater mobile devices but as we go along there was a new client coming in with a money transfer product and since it is for launching I aggressively applied for me to have an edge in the future. Upon launching, I was certified for 6 skills which made me universal CSR. With 6 months of taking in calls I made to join the Training and Development Team to help the organization to do up-trainings, identify product and CSR challenges then coordinate with Client's Head quarters for improvement. On my first year, the organization asked me to Lead the Trend Management & Project Development Team that monitors all agent's challenges and product's trending issues that I escalade directly to the Client. During my venture on being a Leader I was enrolled on a Leadership Program that made me the face of CRM across all 7 sites. After which, I was assigned to Lead with Operations handling new hires until they get certified. My task to conduct classroom trainings, monitor on-the-job trainings, perform real time monitoring, coaching and up-trainings and once they call get certified, I endorse the team to the floor Operations.