Ryan Christian Santos Encanto

I worked in the BPO industry for five years. My first job was project-based in Optum Global Solutions as a Pharmacy Benefits Analyst, creating medical insurance and coverages based on client requests. I re-applied as a clinical abstractor where we read through sets of medical records to look for specific health conditions which require a high level of keenness for details.

After years of experience in a nonvoice setup, I have chosen to pursue career growth in the call center industry by applying to Probe Group PH as a technical representative. There was no available support back then, but I still managed to learn the process by being resourceful. I search for information in the database and reach out to other departments from other sites, taking notes of all the procedures until I can perfectly address any customer concerns. I assisted Australian customers with their Internet services and managed to turn around their experiences and even turn cancellations and complaints into sales. I have proven my resilience in understanding our job. Thus, I have been one of the selected supports for new hires who conducted huddles and provided examples of handling a call without compromising customer satisfaction and work compliance. I take accountability for all my actions and do not cover up mistakes. One of my ways to improve myself is by taking feedback and new ideas to do things better with high importance. That was how I got promoted as a Senior Expert in Probe, handling situations that basic troubleshooting steps cannot fix. My task was not only to resolve technical issues but to retain customers and make them feel heard and valued. I learned how to deliver bad news to customers by having the right tone of voice and words, being empathetic, and not taking things personally. I believe it is not what I say but how I say it. It is clear that I have no experience in other careers, but the integrity I possess in doing a job is enough to compensate for my lack of background experience.