Joyce Adagio

I was a Senior Process Executive at Infosys BPM Ltd., to give you a quick rundown of my prior employment. One of my responsibilities is to correspond with our clients primarily by email and 10% via chat.

In addition, I managed three significant projects for our account: the SIEP selective inventory exchange program, the MyTI account, which is one of the high volume cases, and the refund and return procedure. I handle the majority of the important processes.

To consistently improve our processes, I also collaborated with our quality analyst.
Together with my manager, I tried to enhance our teams scorecard, which allowed us to have a significant effect and get to the top of our production.

I worked as the teams personal quality analyst, checking cases, and keeping an eye on our agents productivity—all of which helped us rank #1 and enhance everyday resolutions.

As one of the early adopters who made improvements, I worked closely with our American client, providing weekly updates