Oliver F. Herrera

I've been in the BPO industry for almost five years. I have been with different accounts, that's why I am labeled as one of the Universal Agent. I have experiences as customer service, chat support, back office work and did some data encoding when I was working as an intern on a government branch that deals with tax ID applicants. I also have technical backgrounds like troubleshooting internet service and have been with Retention and Escalations for 2 years.

Comparing all the accounts that I've handled, I can say that Retention and Escalations is one of the most challenging positions. Positivity and patience is the key to success. You get to work with different personalities of a customer and learn how to deal with them as you speak or make contact with them by making that human connection. And, along the way, I enjoy it. I deal with the customers through calls, chats and emails. I have experience in cold-calling where we set appointments and generate leads for the client.

I know with all of my work experiences, this will be a great platform, not only to showcase my skills but also help build a better reputation and do business with.