Maria Gianelli R. Gillo

In my position as QC Analyst, the objective of the job is to listen to phone calls to ensure representatives are following the organization’s protocols. Areas the analyst might study include voice quality and product knowledge, as well as whether representatives stick to their training scripts. I am responsible for identifying areas of service improvements and developing programs that improve the overall quality of the call. I am also responsible for the overall quality of the caller’s interactions, making improvement recommendations to the Quality Assurance Manager and monitor the result of stated recommendations.

I was promoted as a Team Leader in the same company. In the position as Team Leader, the objective of the job is to monitor the agents and to provide direction, instructions and guidance to the team. I was also in-charge of training and coaching.

In my position as a Telemarketer, the objective of the job is to have the prospect agree to receive email and agree to have a follow up call in regards to each client’s solution/ offering. We are supplied with contact details, and sometimes we have to look for the right target for a certain campaign. We also need to acquire the correct contact details of the prospect including job title, email and phone number. We also do research using companies’ website or LinkedIn to look for possible prospects.

In my position before as Business Development Representative, the job objective is to validate data or acquire information. For instance, we are supplied with a contact name, and asked to validate that the person is still employed with the company. We also acquire his or her correct job title, and to ask for an email address. Or, as another example, to call a company and uncover the name and email address of the person who handles technology decisions. Sometimes we call to invite business-people to attend events, or we call to ask them if they would like information on our clients’ products and services. The calls never involve selling or collecting payment. I would best describe the task as “information gathering”.

In my position before as Customer Service Associate for TeleTech, I answer to the calls and queries of the customer respond to the email concerns of each customer and make an outgoing call if needed.