Ella Machepa
@ellamachepa
I train and support BPO teams while delivering high-quality U.S. customer service and sales outcomes.
South AfricaWhat I'm looking for
I've supported U.S.-based customers at Dash BPO/Techtronic Industries across product, account, warranty and technical enquiries, maintaining a 98% CSAT record.
I progressed into training responsibilities, supporting new-hire onboarding and helping employees learn systems, processes, product knowledge and customer-service standards.
At Comcast Xfinity, I supported customers with billing, accounts, technical enquiries and sales recommendations while working toward service, quality and productivity targets. I also provided team-level guidance on difficult interactions and customer-service performance.
I'm now looking to bring my BPO, sales, coaching and training background into a Financial Services Trainer role, with a focus on clear process training, performance support and compliance.
Experience
Work history, roles, and key accomplishments
Customer Service / Technical Support / Trainer
Dash BPO / Techtronic Industries (TTI)
Jan 2024 - Jul 2026 (2 years 6 months)
Supported U.S.-based customers via phone, email, and live chat, and progressed into training responsibilities, coaching new hires and team members on processes, systems, and customer service standards.
Supported U.S. customers with products, services, billing, and technical enquiries, provided sales support, and assisted colleagues in a Team Leader capacity with difficult interactions and processes.
Clinic Administration / Patient Support
Orlando Clinic
Mar 2018 - Jan 2021 (2 years 10 months)
Managed patient registration, data capturing, filing, and records administration, and explained administrative processes to patients with professionalism and empathy.
Education
Degrees, certifications, and relevant coursework
Immaculata High School
High School Diploma, General Studies
Completed secondary education at Immaculata High School in 2012.
Dash BPO / TTI
Customer Service / BPO Training Certificate, Customer Service
Completed customer service and BPO training certification.
TTI
TTI Trainer Certification, Employee Training
Completed trainer certification focused on employee training and new-hire onboarding.
Comcast Xfinity
Customer Service Certification, Customer Service
Completed customer service certification from Comcast Xfinity.
Techtronic Industries
Customer Service Certification, Customer Service
Completed customer service certification from Techtronic Industries.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Skills
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