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BA Speech Comm
University of the Phils, Dil
More Info About Me
Senior Team Leader with over 12 years experience in client delivery. High skill in terms of oral and written communication, people management, client management, process improvement and operations management. Reliable, team player, resilient, independent judgement and responds well in a high pressure environment.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2024
Telus International Phils
(Senior Team Leader)
Supports Senior Operations Manager to ensure the account meets/exceeds and delivers all that are stipulated in the account's Service of Work
Regularly meet with the management team to create solid action plans to address foreseen challenges in the future
Fills in for Senior Operations Manager as needed
Monitors client satisfaction and quality of work - responds and addresses any client escalations
Supports Team Leaders to ensure all KPIs are met by the end of the day
Ensures that Support Team are working in accordance to the account's vision and goals for the year
Works with Finance team to deliver account invoice on a monthly basis
2013
-
2022
Telus International Phils
(Team Leader)
Monitors and supervise team composed of an average of 6 LOBs at a time to ensure team achieves all KPIs on a daily basis
Motivates and develops team members ensuring that they are always inspired to perform on their optimum level by providing guidance and proper instructions
Empower team member's skills by improving their confidence through consistent product trainings
Consistently builds connection with the team members to ensure that they are able to deliver on a daily basis by conducting weekly coaching
Ensures quality of work is met at all times by doing weekly coaching
Monitors and presents team KPIs on monthly business reviews
Coordinates real time with onshore partners with team status, staffing and volume issues
Creates team's timesheets, making sure that each and every timesheet is accurate and no dispute will be filed by pay day
2011
-
2013
Amdatex Las Piñas Services Corp
(Customer Care Activations)
Provides access and setup billing for customers
Ensures team SLA is met by making sure that each contract is processed on a timely manner
Responds through email and calls with onshore partners in terms of account queries
My Services
SEO Keyword Reserch
SEO Keyword Research
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.