Reyca Bagiohanon

I have a total of 10 years of experience in the BPO industry, primarily in customer service roles across both voice (inbound) and non-voice (email and chat) support channels. I’ve also handled inbound sales and technical support accounts, which helped me develop strong problem-solving and customer engagement skills. I began my BPO career in 2015 after earning a bachelor’s degree in Information Technology. Over the years, I’ve worked with five different companies, which has allowed me to adapt quickly to various tools, teams, and workflows. Through this experience, I’ve developed excellent communication skills, the ability to multitask under pressure, and a consistent focus on delivering outstanding customer experiences.

Currently, I’m working as a Level 2 Technical Support Specialist. My responsibilities include handling chronic callers and managing escalated inbound and outbound phone calls, ensuring prompt and effective resolution of customer issues. I also provide Level 1 technical support via chat, offering timely assistance and guidance. Additionally, I prepare and send back-office reports and updates through email, maintaining clear and consistent communication. My role also involves performing administrative tasks such as gathering and analyzing data to identify opportunities for agent performance improvement and supporting strategic planning initiatives.