Ellen Grace Buenaflor – CSR, Quality Assurance Specialist

Hello everyone, this is Ellen Grace Buenaflor but you can call me Ellen for short. I graduated in 2014 with a certification in Computer Programming NCIV course. I am a nature lover and I would like to travel to places where I can relax or unwind.

In 2014 after my graduation, I was hired as a Cashier in a Shopping mall. I was amazed since it was my first job and I didn’t know how to deal with customers face to face. I met new friends and they inspired me to work hard. Since my job was only contractual, I finished my contract after nine months and looked for a new job again.

In 2015, I was hired as a Customer Service Representative in a BPO Company. Guess what? I applied three times in this BPO Company but I kept on failing. I never gave up and tried again and never lost hope because I believe in the saying that “There is no failure except in no longer trying.” – Elbert Hubbard.

Thanks to the BPO Company who hired me, I was molded into a better person and made me feel that I belonged. It was quite challenging for me since this was my first Call Center Experience and knowing that I will be talking to American customers. I underwent lots of training on how to properly assist customers and how to deliver excellent and remarkable customer experience. With that said, I strived hard to be more diligent and obedient when it comes to tasks and consistent changes. I came to the office early to make sure that my tools were working and I also kept myself updated with regards to the updates or changes. With this attitude, my supervisor noticed my good performances and perseverance and to my surprise, he recommended me for a supervisory position.

I was promoted as a Quality Assurance Specialist in January 2017 and I was challenged because I handled twenty or more Customer Service Representatives. And again, it was quite exciting since my job was to ensure that proper coaching is provided and making sure that agents are consistent in delivering excellent customer experience. In addition, as a Quality Assurance Specialist, you need to be a coach, a listener, a friend, a good example or a role model for the success of your team.

With these experiences, I learned how to handle tasks with less supervision, being responsible and reliable with the tasks that are given, being open when it comes to suggestions, and most importantly how to manage your time effectively.

Thank you for taking time to read my story. Hope to be working for you soon.

For a copy of Ellen’s resume please click here.