Open to opportunities

francheska User

@francheskauser

Message

Experienced BPO SME and Trainer driving customer retention and operational excellence in telecom and e-commerce.

Philippines

Message

What I'm looking for

I seek roles where I can lead training and quality initiatives, improve agent performance, and enhance customer retention within telecom or e-commerce teams.

I am a seven-year BPO professional specializing in delivering exceptional customer contact experiences across telecom and e-commerce accounts. I have deep expertise in billing, account management, order processing, and technical troubleshooting for mobile devices and network connectivity.

As an SME and Trainer, I bridge frontline support and operations, providing product guidance, real-time coaching, and structured training that improved agent proficiency and compliance. I collaborated with training and quality teams to develop solutions, maintained audit-ready processes, and contributed to successful audit outcomes.

I consistently focus on first-call resolution, customer retention, and measurable performance improvement by using assessments and data-driven feedback. I thrive in high-volume environments and am committed to empowering teams to surpass service standards.

Experience

Work history, roles, and key accomplishments

Trainer

Concentrix

May 2023 - Dec 2023 (7 months)

Managed end-to-end training programs and competency tracking that increased agent proficiency in product knowledge, soft skills, and compliance.

Training Delivery Curriculum Design Assessments Coaching Soft Skills Compliance

Customer Service Representative

Concentrix

Feb 2022 - May 2023 (1 year 3 months)

Delivered technical and billing support for Sprint and T-Mobile accounts, ensuring first-call resolution and accurate CRM documentation to maintain high customer satisfaction.

Technical Troubleshooting Billing Support CRM SIM Card Support Call Resolution

Customer Service Representative

Teleperformance

Aug 2018 - Oct 2021 (3 years 2 months)

Provided front-line support for T-Mobile including billing, plan changes, and device troubleshooting while maintaining high satisfaction scores and zero audit issues.

Billing Support Troubleshooting Customer Retention Compliance Communication Problem Solving Documentation

Customer Service Representative

Alorica

Aug 2017 - May 2018 (9 months)

Handled Amazon order tracking, returns, replacements, and refunds with accurate documentation to resolve customer issues in a high-volume environment.

Order Management Returns Processing Refunds Documentation Problem Solving