Adrian B.

Leadership | Escalation Specialist | Certified L&D | Customer Service

I bring a strong background in BPO operations, customer support, and performance analysis, with hands-on experience supporting global teams in both telecommunications, tech and eCommerce industries. I started my career as a Chat Support Representative for US-based telecommunications companies, where I handled customer inquiries, troubleshooting, and upselling. I then transitioned into a home-based role with an eCommerce company, supporting customers via email and chat. Over time, I progressed into an Escalation Expert (Loyalty Specialist), handling complex cases, resolving high-impact issues, and managing customer feedback. I was later entrusted with leadership responsibilities as a Seasonal Supervisor, and also served as a Subject Matter Expert (SME) - supporting agents and team leads by providing case guidance, tracking performance metrics (attendance, quality, AHT), and facilitating training sessions. Due to my strong performance and deep operational knowledge, I was selected as a BPO Support Analyst, where I worked closely with global contact center partners. In this role, I monitored performance trends, identified escalation drivers, and provided actionable insights to improve customer experience and operational efficiency. I’m detail-oriented, reliable, and comfortable working in fast-paced environments. I take pride in delivering accurate, timely support while contributing to continuous improvement across teams.