Leadership/Managing Skills
Strong customer service skills
Professionalism
Honest and Integrity
Problem-Solving
Positive Attitude
Convergys Philippines
Team Leader (2014 – 2016)
Responsibilities:
- Strategize and plan to achieve Individual and Team Target
- Team Management / Sales Management / HR and Payroll Duties
- Evaluate agent’s overall performance across all metrics (sales, attendance,scorecard, etc.), call monitoring, coaching
- Develop people, training and grooming frequently
- Market the company during client visits (power point presentation,etc.)
Transition Coach (2013 – 2014)
Responsibilities:
- Train/assist agents on the product specifics
- Get escalated/manager calls and resolve issues
- Organize, schedule and plan meetings and take detailed minutes
- Create a presentation for meetings. File agent’s folders and keep all necessary information through MS Excel (performance, personal information, etc.)
- Assist Team Leaders and Managers in terms of office needs and administrative tasks
Digital Care Representative (2012 – 2013)
Responsibilities:
- Inbound and outbound calls
- Resolving customer’s concerns via email
Customer Service Representative (2011 – 2012)
Responsibilities:
- Answer phone calls and resolve customers concerns such as bill misunderstanding, technical/programming issues, cancellation of service, sales and general inquiries.
- Collect payments especially if account is under collections
- Hit the goal on a monthly basis (attendance, sales, quality, etc.)
Eperformax Contact Center
Marketing Associate (2010 – 2011)
-Give directions and listings to customers
