Ryan Radaza

Since 2003, I have worked for various companies with different tasks. Hence, in those years, it is in the BPO industry that I landed most of my time with. I started my BPO career in 2006 where I started as a Business Process Associate doing the following tasks:

• Encodes and analyzes data for processing

• Monitors client requests through email

• Performs task assigned by immediate superiors

• Provides assistance to clients via email

• Performs other tasks that may be assigned from time to time

After a year and 8 months, I was promoted to a Process Lead post and the details of my job description that shaped my skills are outlined below:

• Interfaces with On-Shore contacts on project-related matters through email and MOC

• Acts immediately on client replies and requests

• Attend conference calls

• Monitor SLA’s (Service Level Agreement)

• Monitor Team’s Goal and Productivity

• Monitor production bins/inbox for file distribution/assigning

• Updates tracking report and reserve staff daily tracker

• Checks and updates staff profiling and feedback form

• Recommends staff for task promotion

• Validation of absences and shift schedule

• Conducts random audit

• Review and provides analysis of errors found in QMS (Quality Monitoring System)

• Provides NTE (Notice to Explain) and pre-approval of leave and overtime

• Conducts production rounds

• Conducts meeting with the team and endorsements

• Conducts stay-in interviews on resigning employees

• Performs other tasks that may be assigned from time to time

These were the years where I was able to enhance my skills in customer relations and management relationship. Though not everything was spoon fed, I learned to find resources that helped me with the business and get my job done. This shows that I learned become to be independent.

Aside from enjoying my job in the BPO industry, I previously worked as a Service Crew at Goldilocks where I met a lot of good people and learned so many things about Customer Service. As part of the team, we were given specific tasks and mine is detailed below.

• Prepares the following: soda, cakes, pastries, etc.

• Provides assistance in dining and kitchen area

• Assists on product daily inventories

• Provides customer assistance

I also had an experience working in a huge Japanese owned Electronics Factory. I worked there as a QA Visual Inspector for almost 2yrs. During my stay, I was assigned to do the following:

• Performs 100% visual inspection on finished products

• Provides assistance on monthly inventories

• Performs other tasks that may be assigned from time to time

Normally, when I heard people talking about Japan or the Japanese people, there are only two things that sinks into my mind. First is their high regards to CLEANLINESS and the second is how they value QUALITY. That time, I started to value the essence of providing QUALITY products to customers.

I always value life as a continuous learning process. I welcome new tasks as part of my learning. Those new experiences that I encounter from a new different job will surely be added in my skill set will mold me to grow as a better person.