Shiela Edma Linang

I've been in BPO industry for 9 years. My first job was into sales account where we offer and up sell hotel, car and flight bookings anywhere in the world. I have dealt with all types of customers making sure they will receive the best possible customer service.When I decided to widen my horizon and go out of my comfort zone, I applied for a credit card company. I handled inbound and outbound calls for collections and servicing related concerns. After 3 years, I was encouraged to moved up and learn different things aside from taking those calls everyday. When I became a process coordinator, thats where I begun to do and experience tasks such as: providing chat assistance as product knowledge expert for both chat and voice queues, conducts data analysis and business presentations, formulates programs and initiatives to help the LOB in achieving metric goals, coaching sessions with outlier associates and help them with their performance and creating slides for presentations. I also experience managing a team when their manager was on prolonged leave.