Chloe Liana Gevero – CSR, Training Supervisor
Hi! I’m Chloe. I have lot of nicknames. My family calls me “Cloy”, my closest friends call me “Cleng”, and some would use “Chlo” or “Wee” or just really “Chloe”.
I am an undergraduate of Tourism, and Hotel and Restaurant Management. It took me a while to figure out what I really wanted, and when I finally came back to study, I graduated college with a Bachelor of Arts degree major in English.
Just before college graduation an opportunity knocked on my door. A BPO company conducted a job fair in our school and I was persuaded by my peers to apply and try it out. Luckily I was one of the few who got the job. I started training while final exams were ongoing. I graduated college and training at the same time. And that’s the story of how I got my first job before I graduated college.
I am always dedicated and passionate in what I do and I make sure to give it my 200% all the time. I started as a CSR for technical and sales accounts for a year, and then I got promoted as a Trainer. Then 4 years later I was promoted as a Training Supervisor.
I have stayed within the BPO space for 7 years and 6 months. In the time I spent with the company I realised that as you go along you are required to learn more. There was very limited leadership training and I learned through experience. I would be given tasks and projects that I had zero knowledge about. This helped me to be resourceful. I would be given tasks such as training needs analysis, creating modules and materials for training, a full facilitator guide for the trainers and I would normally conduct the training for all the leaders in the company.
As I excelled in my role, the responsibilities got bigger. I have client facing and communication. I would prepare for business reviews that need to be presented to our partners. The job was exhilarating! This is where I learned how important my calendar is, I would set the priority meetings both for professional and personal use to ensure there were no conflicts and I can do all my tasks in a day, week or month. I also learned to manage which emails are important – I would normally mark their priority or put them in folders.
I’m one of those employees who makes sure all emails are read, forwarded and responded to depending on priority (I hate seeing unread emails). I also acquired skills in handling completion reports and creating files for reporting using Google Sheets or Excel to ensure that everyone in the campaign and our clients are updated with our numbers and running performance. Though I do a lot of admin stuff, one of the greatest things the BPO space taught me was Customer Experience. It’s not easy, but it’s very fulfilling, knowing that you have provided excellent customer service, to your callers, to your clients and to your peers.
I would say that the journey wasn’t easy. I had my fair share of ups and downs along the way. Experience has taught me a lot of things; to be receptive to feedback, to self-assess and continuously learn, to be a good role model and to be innovative and resourceful.
With this experience, I look forward to providing an excellent customer experience to my future clients.
For a copy of Chloe’s resume please click here.