GET TO KNOW ME

I have been in the BPO Customer Service industry for 9 long years. I spent the last 6 years in a position of leadership as a Team Lead overseeing the interaction with many different teammates, co-leaders, and some clients. My experience as a leader honed my analytical skills by reviewing data to initiate operational improvement of the team. With key experience in this area, along with my finely honed communication and organizational skills, I am confident that I will vitally contribute to the success of the program and/or company.

WORK EXPERIENCES

Client Success Manager, Oct 2020 - Present

DELONIX CORPORATION, CEBU, PH

Leads in managing day to day client relationships, a reliable point of contact for clients on any concerns. Manages the team and staff of the clients and continuously monitor the progress of the team to ensure that all goals are met. Works with the Management to develop, implement, and manage staff career development plans. Communicate and collaborate with the Management, and Support departments to improve performance and processes. Bridge any awareness and knowledge gap of all the parties involved.

Team Lead, Jul 2014 - Mar 2020

EPERFORMAX CONTACT CENTERS & BPO, CEBU, PH

Proactively and effectively attend to real-time needs such as, but not limited to call escalations, floor support and both proactive and reactive call interventions, which are vital to the success of the program and the satisfaction of the client and customers. Monitor and control real-time KPMs in order to satisfy the needs of the program, clients, customers and agents. Render phone time to keep product knowledge, skills and behaviors up to date. An effective communicator who interacts effectively with clients, customers, and coworkers and identify strengths and gaps in the interactions evaluated. Consistently send reports (e.g. email volume report). Perform ad hoc tasks to support departmental needs and functions.

Customer Service Representative, Jun 2012 - Jul 2014

EPERFORMAX CONTACT CENTERS & BPO, CEBU, PH

Provide excellent customer service to the client’s customers through phone, chat and email contacts. Consistently meet and/or exceed client’s expectations in metrics (e.g. CSAT, AHT, Resolution).

Customer Service Representative, Oct 2009 - Sep 2010

AEGIS PEOPLESUPPORT, CEBU, PH

Trained to work on four Global Distribution System – Worldspan, Apollo, Sabre and Delta. Managed and/or assisted online bookings for air travel and hotel reservations. Responsible for preparing, completing and processing all forms with regard to all customer account information, ensured all information was accurate and recorded. Responded to customer questions and complaints, delivered fast, friendly and knowledgeable service.

ACADEMIC HISTORY

UNIVERSITY OF CEBU

College of Liberal Arts | Jun 2005 - Mar 2009

HOLY CROSS COLLEGE OF CARIGARA

Secondary | Jun 2000 - Mar 2004

CONG. A.T. AGUJA MEMORIAL CENTRAL SCHOOL

Primary | Jun 1994 - Mar 2000

TRAININGS ATTENDED

DISC Basics Training

EPERFORMAX CONTACT CENTERS & BPO, CEBU, PH

Increase Self-Knowledge: How to respond to conflict, what motivates you, what causes you stress and how to solve problems based on your DISC Type. Improve working relationships by recognizing the communication needs of team members. Facilitate better teamwork and teach productive conflict. Develop stronger customer service skills by identifying and responding to customer styles. Manage more effectively by understanding the dispositions and priorities of employees and team members.

Communicate and Observe Training

EPERFORMAX CONTACT CENTERS & BPO, CEBU, PH

How to effectively connect and communicate with employees in a compassionate way using the Giraffe Language. How to effectively coach employees with their areas of opportunity. How to promote healthy relationships and strengthen the bond between colleagues.

Lean Six Sigma Green Belt Training

EPERFORMAX CONTACT CENTERS & BPO, CEBU, PH

Understand the scope and breadth of a Lean Six Sigma initiative. Gain an understanding of what waste is and how to identify it so that it can be reduced. Awareness of variation and techniques to reduce it. Familiarity with the DMAIC team project model. Awareness of the infrastructure needed to support a Lean Six Sigma effort.

ACADEMIC HISTORY

Editing videos comes a long way. You will be taught how to add effects on both audio and video, you will be taught how to manage timing and emotions an also how to utilize these skills on creating powerful videos.

Play Video
Play Video

Learn everything about Amazon. How they handle shipping, how they manage their clients. Assist clients abroad with their amazon FBA account. This includes product listing, customer support, social media management, utilizing influencers and promoting their Amazon store as well.

Become a Shopify expert and even learn to create your own Shopify store and start selling items online without owning a single product! This tutorial gives you the complete details of everything that has to do with SHOPIFY!

Play Video
Play Video

Master website design and become a real pro. You will be taught how to use plugins, pages, links, SEO, designs and animations to make your Website fashionable and functional!

Master website design and become a real pro. You will be taught how to use plugins, pages, links, SEO, designs and animations to make your Website fashionable and functional!

contact us

Need an expert? You are more than welcome to contact me. Schedule an interview, give me a call, or send me the job description. I reply promptly within the day.

Visit us

Lorem ipsum dolor sit amet, cones ctetur adipiscing elit dusch solli citudin arcu non rutrum

2 Elizabeth St. London, UK

Call us

Lorem ipsum dolor sit amet, cones ctetur adipiscing elit dusch solli citudin arcu non rutrum

+44 (0) 203 116 7711

Contact us

Lorem ipsum dolor sit amet, cones ctetur adipiscing elit dusch solli citudin arcu non rutrum

Tiffany C. Kidwell

(617) 962 8802
[email protected]

Joseph Waddington

(510) 894 8525
[email protected]

Diane Geter

(513) 585 5951
[email protected]

Tiffany C. Kidwell

(617) 962 8802
[email protected]

Joseph Waddington

(510) 894 8525
[email protected]

Diane Geter

(513) 585 5951
[email protected]
STALKER MODE

Feel free to stalk my social profiles