Nel Allen Escala

I am an experienced Customer Service Representative for 14 years and I must admit its challenging yet rewarding. I spent my first four years in the automotive industry , transitioned and work for BPO industry up to this day . I have the full knowledge and understanding when it comes to end to end customer journey .

I spent my first four years as a Customer Relations Officer, I help the business by creating and implementing Business Plans and measure success rate. I am also responsible for data analytics, from data extraction to comparison and interpretation of customer demands. I am also responsible for evaluating quarterly performance trend ,analyze customer feedbacks and suggest action plans.

When I transitioned to call center industry, I started handling inbound calls for sales and after sales service including technical assistance.

Perform outbound calls for credit management , and complaint resolution.

Perform admin tasks such as but not limited to, monthly invoicing , complaint monitoring, reporting and e-mail management.

Responsible to re-process failed orders for completion.