At Tempo BPO, I managed daily back office and live chat operations, tracking team performance, processing times, and quality standards.
I planned workload distribution and managed shift and leave processes. I also coached representatives and analyzed process, quality, and customer satisfaction KPIs to identify improvement actions.
At Teleperformance Metis, I worked across back office, outbound, and inbound operations. I prepared operational reports, monitored performance, and coordinated with IT, HR, and other support teams.
I began at Teleperformance Metis as an Inbound Customer Representative, handling customer calls and resolving requests. I later took on team leadership and supervisory responsibilities, including coaching, quality reviews, and performance tracking.
