Diana Rose Teman – CSR, QA

Hi! My name is Diana Rose but you can call me “iane” for short as my nickname or whatever you prefer :D.

I am a graduate of Bachelor of Science in Information Technology in the year 2016. It’s kinda weird but my “dream job” was to work in the BPO industry. The day after my graduation, I went to Tagum City (Philippines) and applied for my dream job. I prayed for that job and was granted to pass the exam and interviews.

I worked as a Customer Service Representative for a year. It was an inbound account so we got to talk with a different type of customer regularly. As a CSR, our task is to handle emails and chats while taking calls. So, we do multitasking every day.

With my full efforts and perseverance, I was consistent in getting rewards/recognition every month. After a year of being a CSR, I decided to apply as a Quality Analyst in the same company. Luckily, I got hired and was able to hone my skills in reassuring the quality of each transaction. The challenging part was to coach agents, and some do not accept mistakes. With authority, I was able to cope with it. I attended different trainings to improve my coaching techniques and quality.

As a QA, my daily task is to monitor the agent’s performance and quality (emails, calls, and chat); to respond to every escalation the team has received; to send the EOD, Weekly, and Monthly reports (using Microsoft Outlook); attention to detail, good coaching/communication, product knowledge, and empathise were applicable in this field. Creativity was also applied as you needed to create a presentation in every huddle.

After six months of being a QA, I decided to jump into a higher position and that is to lead a team – TEAM LEADER. And I got the job in February 2018 in the same company.

The things that I learned from being CSR and QA were all applied. It was fun and a bit challenging handling my team as they have different characteristics.

As a Team Lead, my daily task is to efficiently manage the team (Quality, Attendance, Productivity) and to motivate each employee. Even in this position, I still needed to take calls, emails, and chats. Apart from that, I needed to respond to clients’ requests via email or skype.

With those experiences I have acquired the skills that I can always share with you. Though I do not have that much experience as a virtual assistant, I can say that the nature of work in the call center is somewhat the same.

I can work with less supervision and I am keen to details. I am organised, efficient, and effective. I am willing to learn new things and very open to criticism.
I hope to be working with you as I am seeking a new career path.

For a copy of Diana’s resume please click here.