As an Operations Supervisor at iQor, I lead a team of Virtual Retail Chat agents for T-Mobile, one of the largest and most innovative telco companies in the US. I ensure that our team delivers high-quality customer service and meets the performance and productivity standards set by the client and the company. I also provide coaching, feedback, and training to our agents, and resolve any issues or escalations that may arise.I have over six years of experience in the customer service industry, working for various telco accounts such as T-Mobile, Sprint, and AT&T. I started as a Customer Service Representative at iQor Philippines, then moved to Startek prior joining Convergys, where I honed my skills in handling inbound calls from customers. I joined iQor in 2019 and was promoted to Operations Supervisor within 2 and a half year, thanks to my dedication, performance, and leadership potential. I have developed core competencies in operations support, customer experience, and customer service, and I am always eager to learn new skills and technologies that can enhance my role and career.