I've been in the BPO industry for 8 year, and I handled different types of accounts and communication channels, such as Voice, LiveChat, and Email. I was a subject matter expert with Shore Solutions for more than 2 years. I've handled Livechat and Inbound selling (mainly troubleshooting and billing concerns) for an Australian Telecommunications account. I led a team of 5, managing all types of escalations to the TIO (Telecommunications Industry Ombudsman).