Lourdes Devaras

I have worked for 3 top call centers which gave me a total of 15 years of experience in the BPO industry. I first started as a Customer Service agent for a telephone company and moved to technical support .I used to be a Technology Supervisor in FIS Global Solutions, the recent company I worked for. I was in this company for 9 years, got promoted 5 times and attended different trainings for technology, leadership and personal development. I supervised multiple service desk teams and was consistent in receiving awards as one of the top performing teams and team leads. My task includes monitoring and submitting reports daily, monthly and yearly key performance indicators. • I am responsible in overseeing and analyzing telephone statistics and forecasts adjusting schedules to match call volumes, I worked closely with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations. I also collaborated with other client support managers to drive consistent process and productivity improvements. I was able to work with my US counterparts and we were able to successfully grow the business expanding the Manila helpdesk team operations. Consistently hitting the Service Level Agreement which brought more business in the company. I volunteered to work on some projects outside of my role which enhances my people skills. I am flexible and adaptable which makes me a person who thrives in a fast -paced environment. I can work in whichever set up you deem necessary and I can still meet or even exceed expectations. The promotions that I had in my former company and my leadership experience as a supervisor who handled 32 team members shows that I can also become an effective team player. I love managing teams and solve customer problems. While at times very challenging it has been incredible and rewarding. Although I love my previous role, I feel I am now ready for a more challenging assignment . • These are just some of my strengths that I can bring to the table once you give me the opportunity to become part of your organization. And I'd be glad to show more of it once I am in. I am currently looking for an opportunity to apply my experience at an innovative environment and I believe that I will have a lot to contribute to your company with my work experiences. In my spare time I cook homemade meals for my family and go for walks, and read books. I also love travel photography and I am trying to learn how to take better pictures whenever time permits. Currently, I enrolled myself in some online courses in Coursera to enhance my technical skills.