Erico Badong

Analyze acquired data from customer feedback on products, services, and policies. Review current products, services, and policies to focus on improving customer experience. Recommend improvement to the stakeholders, clients, and operations management to further forward financial and operational impact.

The role is to handle 8 supervisors and 50-60 consultans for a telecommunications account under a BPO company. Analyses performance to identify roadblocks and determine action to improve results based on trends, customer feedback, employee feedback, and client directive. It is also vital to build a good working environment by making sure there will be a work-life balance approach on company demands and employee bandwidth

Lead a group of 10 employees and assist on developing telesales skills. Provide regular coaching sessions and continuously update assigned employees on changes regarding the operational targets, functions, and processes. Review performance and create action in relation to the client demand.

Worked in both Inbound and Outbound collections servicing UK clients. Collected accrued debts and provide possible solution in accordance with the bank’s guidelines, in avoiding the same financial situation.

Respond to inbound calls and address information needed by the clients regarding products and necessary follow through on recommendations forwarded to higher executives. Arrange schedules on meetings, take minutes of meetings, coordinate with internal departments on completing necessary approval needed to complete projects and recommendations for the company.