Lea Jane Gajetela Luna

With almost three years of solid experience in the BPO (Business Process Outsourcing) industry, I have gained a deep understanding of customer service, communication, and operational efficiency in a fast-paced, target-driven environment. Throughout my time in the industry, I have handled various roles that involved customer support, client communication, data entry, and technical troubleshooting across different platforms and industries.

One of the key skills I developed is effective and professional communication. I’ve dealt with customers from diverse backgrounds and locations, which helped me learn how to actively listen, respond with empathy, and resolve issues in a clear, calm, and courteous manner. Even when communicating through phone calls, I consistently ensured a positive customer experience while maintaining high service quality standards.

In addition to communication, I became highly proficient in using CRM systems, documentation tools, and workflow applications. I learned how to navigate systems quickly, manage time efficiently, and multitask without compromising accuracy or service quality. These technical skills allowed me to meet and exceed KPIs such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and first-call resolution.

What sets my BPO experience apart is the professional growth I achieved. I entered the industry as a first-time job seeker with limited experience but a strong willingness to learn. Over time, I developed resilience, confidence, and a sense of accountability. I adapted to shifting client demands, attended regular training sessions, and embraced constructive feedback, all of which helped me improve both my soft and technical skills.

Team collaboration is another area where I grew significantly. I learned the importance of teamwork, clear communication with colleagues and supervisors, and maintaining a positive work environment even under pressure. I became someone my peers could rely on for support and cooperation.

Overall, my experience in the BPO industry shaped me into a detail-oriented, customer-focused, and adaptable professional. It taught me how to thrive in structured work environments, maintain professionalism in every interaction, and continue growing in any role I take on. I am now more prepared than ever to apply these skills to new opportunities, whether in customer service, administrative support, or virtual assistance roles.