Leah Camposano – Client Relations Representative

Hi, my name is Leah Camposano, and I am a mother of two kids. I graduated with a bachelor’s degree in Computer Science. I have been working in the BPo industry for over 15 years, both onsite and remotely. When the pandemic hit, it became a turning point for me to prioritise what truly matters, and that is spending more time with my family.

My career began as a Sales Representative in 2007, where I was responsible for promoting and selling mobile devices, accessories, and service plans to customers. My role involved offering personalised solutions to meet customer’s needs, achieving sales targets, and delivering excellent customer service. I was promoted to Sales Representative 3 after 9 months. Later that same year, I saw an opportunity to upskill by transferring to Technical Support. My main responsibilities included providing troubleshooting assistance, resolving technical issues, setting up repairs, and offering guidance on service warranties via chat and phone support.

In 2011, I took a chance and applied for the position of Senior Collections Representative, where I was responsible for contacting customers to collect overdue payments, negotiating payment plans, and resolving billing issues. Over time, I challenged myself by taking on various roles in Customer Service. In this role, my primary responsibility was to provide exceptional customer service and resolve any issues without delay. I proactively suggested ways to promote the bank’s products and services to enhance customer satisfaction. I was promoted to Client Relations Supervisor where my primary role was to nurture strong, long-term relationships with clients and ensure their needs were met. I managed escalated calls and resolved complex customer issues with a focus on delivering excellent service. I also collaborated with internal teams such as operations and marketing. To improve service offerings and find innovative ways to retain customers. Later on, I applied for a lateral promotion as an Operations Support Analyst, where my main tasks included performing thorough research and investigation into each client’s concerns regarding their credit card accounts, analysing the root causes of issues, and collaborating with other teams and departments to develop the best possible solution for the client’s concerns. I also prepared management reports based on the daily worklist presented and the actual resolutions for each client’s concerns.

I also began my journey as a Virtual Support Representative, where I manage up to 80 virtual assistants in my roster. In this role, I conducted one-on-one meetings to discuss their productivity, performance metrics, and client feedback while addressing their concerns.

For a copy of Leah’s resume, please click here.