Elroy Ian Encila

I have over six years of experience in customer service and team leadership, primarily in a fast-paced BPO environment supporting DoorDash. I started in a sales coaching role, where I helped improve conversion rates, and later became a Team Lead managing a group of 30 agents focused on customer support, escalations, and performance improvement.

Business Development and Process Improvement Consultant at P&A The Noodle Factory (2024-08 – Present)

• Conducted comprehensive market research and data analysis to identify three new revenue streams, resulting in a 25% expansion of the company's target market share within the first year.
• Cultivated tailored client solutions that increased client retention rates by 15%, boosting overall service profitability and fostering long-term strategic partnerships.
• Redesigned operational workflows leading to a 20% reduction in process bottlenecks, which contributed to a consistent quarterly profit increase of 10% and improved resource utilization efficiency by 30%.

Team Lead at TTEC (DoorDash Rocketship Program) (2017-07 – 2024-06)

• Orchestrated targeted coaching sessions for a team of 30 frontline agents, resulting in a 15% increase in KPI achievement rates across efficiency, quality, and customer satisfaction metrics within 3 months.
• Analyzed operational data and call reviews to pinpoint performance gaps, leading to the development of action plans that reduced average handle time by 12% and improved resolution quality scores by 20%.
• Facilitated strategic stakeholder engagement during weekly business reviews, delivering insights that drove a 25% enhancement in process adherence and supported continuous improvement initiatives.
• Designed and executed efficiency strategies by eliminating unnecessary customer interactions and optimizing call handling workflows, resulting in a 44.4% reduction in Average Handle Time (AHT) and a 15% increase in Month-to-Date First Call Resolution (FCR).
• Led customer experience recovery initiatives by analyzing detractor feedback and agent behaviors, successfully reducing DSAT scores and converting detractors into advocates, driving a more positive and consistent customer experience.
• Rehabilitated underperforming agents by applying structured coaching methodologies, root cause analysis, and individualized development plans, leading to successful PIP graduation and sustained performance improvement.
• Established a performance accountability culture through regular data reviews, targeted feedback, and recognition programs, improving engagement, ownership, and KPI consistency across the team.

Sales Coach at TTEC (DoorDash Rocketship Program) (2016-04 – 2016-12)

• Developed and executed targeted coaching strategies that improved objection handling, sales confidence, and close rates.
• Designed and facilitated sales training materials and playbooks adopted across multiple LOB's.
• Analyzed call behaviors and sales performance metrics to identify conversion barriers and coaching opportunities.

Bachelor of Science in Nursing – DMMA College of Southern Philippines