Katherine M.

I have more than 10 years of experience in Business Process Outsourcing which provided me with an extensive understanding of customer service, training, and quality assurance. My most recent work was as a customer experience team manager where I was responsible for making sure that my team of agents will be able to provide a great customer experience while in compliance with the set guidelines and procedures. Before that, I have been involved with performance improvement projects wherein we observe, analyze, and identify agents' behaviors that would help achieve customer satisfaction. I oversaw training wherein I make sure that everything is prepared for the upcoming classes. I created training materials and a roadmap to keep us on track with the training. These helped me develop my skills in working and communicating with different kinds of people. With these experiences, I can say that I am passionate about performance, quality, and training.