Charmaine Marie Alvia – Operations Team Leader, Subject Matter Expert

Hi there! My name is Charmaine Marie Alvia, my friends call me Cha and my workmates call me Charm because I gave them a charm at work (kidding!). I am a wife and hoping to have a child one day. I earned my Bachelor of Science in Biology at the University of Makati. My career plan was to become a medical representative and work at a prestigious company here in the Philippines. However, my dreams did not align with God’s plan. I found myself applying to BPO as a customer support representative. I was hired for the first time I applied, and it’s based in the UK. I underwent training and sadly, I failed. I did not stop there and continued to apply.

Luckily, I was hired again at another BPO company as a Sales Representative where I will offer plans, and devices, and process orders. That’s the start of my career. I became a Subject Matter Expert after 6 months and in less than 2 years became a team leader in operations. I enjoyed teaching my colleagues the process at the start of our shift, tracking and monitoring the performance, listening to the recorded and live calls of the agents, coaching and providing feedback to ensure they will deliver good customer service, creating a PowerPoint presentation both to client and operations manager and provide recommendations for our top call drivers and issues, create process flow to mitigate errors in processing bill adjustment, attend scheduling call meeting to ensure that we have enough headcount to handle all cases/ticket and answering all their inquiries.

In early 2020, the pandemic hit the world, they offered a work-at-home setup but, in our account, it’s not applicable because we’re supporting locals and afraid that it might affect the customer’s data. Finally, our client approved remote work! 🙂 I never thought that working at home would make me more productive, and stressful yet fulfilling and having more time bonding with my husband.

Getting to know the company’s culture and environment is very crucial. Maintaining a positive attitude, giving your best effort, and taking ownership of your work are the keys to success. Challenges are always there but given that you have a support system, you will overcome them.

By learning new things and developing my career, I hope to become a better person and use what I learn in both my personal and professional life.

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