VA Profile -- Emmil Almario
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“My name is Emmil Almario from Pasig City. I have more than 12 years of BPO experience, dealing with customers over the phone from different countries like US, Canada, New Zealand and Australia, and have handled both Customer Service and Technical line of businesses. With my past experiences as an agent, I’ve learned a lot of things like multitasking, active listening, being patient specially when you’re helping out or dealing with elderly customers. I’ve also learned how to be a team player, making sure my success will also be the team’s success.
In 2015, after years of being on the phones, I got promoted as a Quality Analyst. Part of my responsibilities include listening to agents calls and rating them using the Quality guidelines set by the clients, coaching them based on the strong points and opportunities identified on the call, and providing recommendations which will help them once they’re back on the phones. Another part of our job description is to have calibration sessions with our onshore partners and discuss trends and behaviors identified from listening to agents’ calls. We would also have periodic meetings with clients and provide insights on what we can do to improve the process.
In 2018, I got promoted as an Assistant Manager for Quality and Process Excellence. I am mostly involved in data collection which is being used for analysis and identifying solutions for different projects so MS Excel plays a huge part of my daily life. Part of my responsibilities is to conduct Root Cause Analysis Sessions with project leaders and members and provide recommendations to improve the processes. Attention to details. ''
