PROFESSIONAL EXPERIENCE
Peak Support – November 2021- September 2023(Remote)
678 Massachusetts Ave., Suite 901 Cambridge, MA, 02139 (866)----------- Team Leader (Operations Supervisor) (Service Delivery)
• Accomplishes department objectives by supervising staff and organizing and monitoring work processes
• Plans, monitors, and appraises job results.
• Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Completes operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.
• Provides quality service by enforcing quality and customer service standards
Teleperformance Philippines - Sept. 2016- November 2021(On-Site)
2/F Centrio Mall, Claro M. Recto Ave., Corrales Ave, Cagayan de Oro, Misamis Oriental 9000
Technical Service Representative
• Handling customer technical support cases through phone
• Evaluating system potential through assessing compatibility of new programs with existing programs
• Maintaining systems functionality by testing cable TV and internet connections
• Troubleshoot internet connectivity issues by doing remote access to client’s computers
• Upselling updated add-ons to keep client up to date with technology
Operations Supervisor
• Accomplishes department objectives by supervising staff and organizing and monitoring work processes
• Plans, monitors, and appraises job results.
• Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Completes operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.
• Provides quality service by enforcing quality and customer service standards.
Assistant Contact Center Manager
• As Assistant Contact Center Manager, we’re part of hiring, training, preparing, and motivate the staff members to provide excellent service to customers.
• The set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers.
• Manage coaching and development of the Team Leads/Supervisor assigned
• Manage lead generation
• Real-time assistance and taking escalations calls
• Taking inbound calls when necessary
• Partner with QA, Training, WFM, HR and Recruitment for developmental wellness of each employee
• Conducts final validation process, filters new hires before endorsing to production
• Attends client weekly meeting report for strategy and planning
Convergys Philippines Services Corp. - August 2015 – July 2016(On-Site)
Convergys i3 Building, Cebu IT Park, Lahug, Cebu City, 6000
Customer Service Representative
• Manage large amounts of incoming phone calls either processing payments and inquiries
• Identify and assess customer’s needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
CallAssistant Communications Inc. - Sept. 2010 – June 2015(On-Site)
14/F I.T. Tower I, Cebu Business Park, Cebu, City
Sales Agent
• Manage outbound telemarketing calls to meet the daily quota in each campaign assigned
Operations Supervisor
• Manage coaching and development of the agents
• Real-time assistance and taking escalations calls
• Taking inbound calls when necessary
Operations Manager
• Manage coaching and development of the Team Leads/Supervisor assigned
• Manage lead generation
• Real-time assistance and taking escalations calls
• Taking inbound calls when necessary
