I have worked in the BPO industry for almost 14 years. TurboTax - Technical Support - Level 1 -I had helped our customers with navigation of the web based and desktop version of the product. -I also helped in reporting bugs and glitches of the product to the main IT department of the Turbotax. McAfee - Technical Support - Escalation - Team Lead Apprentice I had enjoyed McAfee a lot. I was one of the pioneers of the account and I can say that I had performed well giving my company good numbers when it comes to Issue resolution and net-satisfaction ratings coming from my customers. The company had recognized me as the top agent for a couple of times. This lead to my promotion as part of the escalation team. I had helped a lot of agents with their unresolved issues with the product. I also helped in detailed reporting of new bugs or issues to the McAfee IT department. Promoted as a team lead apprentice, I had dealt more with the team's number and agent performance. I did one on one coaching giving them tips and best practices on how to get 100% customer satisfaction. AT&T Uverse - Tier1- Tier2 - Team Lead Apprentice I was one of the hybrid agent when I started with At&t. I had not only dealt with troubleshooting of modems and tv boxes but also with customer's account and up-selling of the product. Like with my previous account's I had given my better best, abolishing mediocrity within my system. This trait gave me certificates and recognition which eventually took me to being a Tier 2 agent then as a team lead apprentice for new agents. Team leading is basically doing what the team lead is doing plus more interactions and training with the new agents. I had to admit that it was very challenging because it was a lot of work and pressure, because you have to nurture them with a lot of coaching and training, but to see the agents grow and perform well was very rewarding. Inside Sales Agent - MyOutdesk LLC. Because of the heavy traffic in our country, I decided to finally work from home. MyoutDesk gave me the opportunity of not only having to work at the convenience of my home but also to hone my skills as an inside sales agent. I had worked with different realtors and real estate companies in the US. I had trained myself to confidently rebut to every "No" from leads which gave way in transforming them as our clients.