Ethelgine Vinuya Rosos – Customer Service Support, Recruitment

I have worked in the BPO Industry for over 15 years with 8 years of experience as a supervisor.

I started off my career as an agent in the BPO industry until I got promoted as a Quality Analyst Specialist and became a Quality Supervisor. I was able to enhance my skills in using MS Office – covering Word, Excel, and PowerPoint. I gained my analytical skills in that role and decided to join Operations as Team Manager and that gave me the opportunity to develop people and handle face to face client interactions through business reviews and strategic planning. I was offered to join the recruitment team and be the point of contact to handle final interviews for a specific program and work hand in hand with the Operations team to find the right people to hire that will fit them. After a year, I joined the HR recruitment team for Operations of the company and handled a team consisting of recruitment specialists, assistants, and admins.

I decided to work home-based and landed a job that gave me an opportunity to handle people. I worked as a Loyalty Supervisor for two seasons which is 5 months each in the year. I managed individual and team performance through real-time support, constant feedback, and coaching to meet and exceed Key Performance Indicators (KPIs). I audited agents output and provided timely and quality feedback to help them succeed. I also had the experience to pioneer a chat/email account project for an eCommerce company as a Team lead. I have experienced being part of a real estate firm remotely and I provided help in cold calling and I made sure to meet the daily quota of leads needed for the business. I had an opportunity as well to do product research for one client who sells items on Amazon.

I do have a passion for dealing with people and I enjoy working to a set, organised structure where maintaining confidentiality is essential. I’ve always believed that the role of a remote worker requires to have great attention to detail, the ability to follow rules and guidelines, and also the ability to plan the work effectively and follow strict timelines.

Integrity, efficiency, and reality are my weapons and made me successful with working from home. I’m also a team player and I’m always willing to learn, improve, and develop.

Thank you for reading my story.

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