I am Japheth Lagos, 28 years old. I have been working in the call center industry since 2004 and trained on different LOBs such as customer service, technical support, sales, flight and hotel reservation , relay assistant, etc. Since 2010 , I got promoted to the Workforce Department as Reports and Real Time analyst and some of my tasks were sending out updated reports in a timely manner, coordinating with clients real time on any on-going production affecting issue, real time monitoring on agents , etc. I was assigned to be the Point-Of-Contact for both operations and Clients on behalf of our WFM team. My job were but not limited to attend regular Ops Meeting, assist Operations with their daily business needs, creating reports, etc. I was managing 2 accounts – US telco and US broadband account. I was not only managing a team of representatives, but I was managing 2 whole operation accounts hand in hand with the account officers. The last job I worked with was an Australian cleaning company as Vendor Manager, assisting them in setting up their call center in the Philippines. I was given the great opportunity to visit Australia for 2 weeks and got trained on field about their business operations.
With my experiences , I was able to develop my English skills, Microsoft Excel, Powerpoint, Outlook skills, Email etiquette, customer service , Social Media marketing, Business Development, Call Center Operations, Team Management, Goal Management,etc.