PLACED WITH CLIENT

Gian Angelo, who prefers to be called Gian, is goal-driven and detail-oriented. He’s also a quick learner and receives feedback well. He has over a decade of work experience in the call center industry, with expertise in customer service. He has a good command of the English language, both in written and spoken form.

In his 10 years in the outsourcing industry, he’s handled different roles — from being a representative and a subject matter expert to handling training and preparing reports, then finally, to screening applicants. He started off as an agent for an American cable company, where his main task was to provide primary customer support to internal and external customers, in relation to their Internet and phone services, as well as their billing issues. Then in his next company, he again began as an agent, this time for an American travel agency, where he offered advice and assistance to customers related to their transportation and accommodation needs. While in the role, he also advanced and assisted fellow agents, especially the newbies, when taking in their calls. He also did a bit of training and reporting. In his most recent experience, he was a project-based recruitment specialist of another call center in the city, where he was responsible to screen applicants over the phone before they’re endorsed for initial interviews.

The different roles and accounts he’s handled greatly improved his communication and soft skills. He became more confident in using English when dealing with customers, clients, and colleagues, in various mediums and forms. He also honed his probing, problem-solving, multi-tasking, and data-handling abilities, as well as his eye for detail and organisational and time management skills.

The fast-paced working environment allowed him to be adaptive and receptive. He also learned to be resourceful and to work on his own. He also developed his interpersonal skills, as he worked with individuals from all sorts of roles.