I've been working in BPO industry for 8 years now. My recent position was a call escalations support where I have been dealing with customers who need escalating assistance in their disrupted flights, errors on flight itinerary and provides detailed and thorough investigation on case analysis for Jetstar Airways. I have been highly trained to deal with customers who are requesting for their issues to be escalated to a managerial position that requires special assistance which may lead to customer recovery. Also, I have an experience on validating cases and data entry on which queue should they be placed depending on what type of concern or complaint they have. I have also been trained to draft and send emails to our customers following our company's brand of writing. I was also upskilled as a quality assurance analyst to proofread letters before sending them to our customers to make sure that all concerns have been addressed in the letter.