lead the team and directly give information, report, and did negotiation while meeting with clients. This project has the highest incoming call (up to 500 incoming calls in a day with 8 agents. Because of that, the quality score decreased. I help them to refresh and update product knowledge, I also train them how to speak patiently and make customers being easy to understand. After 4 months in this project, I can make them achieve the target and client being satisfied. I resigned on July 2019 because I am moving to Taiwan.

• Making daily and payment update report • Monitoring the Quality of Outgoing call While I joined this project, there is no agent who can achieve the target. After 3 months I give suggestions and train them, all agents can achieve the target. Because of that, I got promoted to be supervisor in new project.

• Troubleshooting about phone problems • Maintain good communication with clients and users • Learn more about software and hardware of the phone I did not study about communication and software system very much at University, but in 6 months I always achieve the target and being the best agent of 21 agents. It proves that I can learn new things easily although I never learned about it before. I also got promoted to be Team Leader in 6 months.