Paul Sherwin D.

• Years of experience in the BPO industry specializing in providing customer support via inbound calls, chat, and email. • Experienced subject matter expert capable of providing real-time support to tier 1 agents and answering customer escalated concerns. • Capable of facilitating training, meetings, and coaching sessions. • Ability to provide analysis, modification, and in-depth review of knowledge-based articles to ensure that materials that are used as references are always up-to-date. • Skilled in terms of investigation and information gathering that's required to create escalation tickets. • Knowledgeable in using MS Office apps and statistic report presentations. • Basic knowledge in using Adobe Photoshop, After effects and other editing apps.