Hi, my name is Leonard, previously a Team Leader in a BPO company here in the Philippines. I have worked in the BPO Industry for the last 8 years and would love to share my expertise in customer service, technical support, payroll and other administrative stuffs to prospective employers here in eLance.
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• Eight years of working experience in process documentation, email \
response handling and tracker updating.
• Proficient in managing and accurately handling payroll calls of ADP clients
in the United States.
• Familiarity with the Federal tax system of the United States.
• Experienced in documentation of coaching logs, performance
improvement plans and reporting.
* Skilled and experienced in customer escalations
• More than 10 years of experience in the use of word processing softwares
particularly MS Word, MS Outlook, Notepad and MS Excel.
• Experienced in extracting Enterprise reporting files and transferring to data
dumps for analysis and action plans.
• Ability to multi-task from coaching/ data entry/ process documentation/
email response handling and taking calls.
• Experiences in documenting recorded conversations in NICE, call
recording tools and actual conversation during Grievance hearings.
• Skilled and experienced in handling meeting and power point
presentations to clients, shareholders and stakeholders alike.
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2006 - 2012
Maintains a management presence on the call center floor by walking the floor while in observance of agents. Assists with questions, takes advantage of on the spot coaching opportunities, and...