Francis John Hendrix E. Sembrano
Operations Team Leader
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About
Results-driven Operations Team Leader with strong expertise in customer service, quality assurance, and team management within the BPO and financial services industry. Proven track record in leading high-performing teams, improving operational efficiency, and delivering exceptional customer experience in fast-paced environments. Skilled in coaching, performance management, and process improvement.
Experience
Team Leader, Operations - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines
(2022-02)
- Lead and manage operational teams to achieve performance targets and service-level agreements.
- Monitor team productivity, attendance, and overall performance through data-driven analysis.
- Conduct regular coaching sessions, performance evaluations, and development planning.
- Collaborate with cross-functional departments to improve customer experience and operational efficiency.
Senior Quality Evaluator - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines
(2020-10 - 2022-01)
- Evaluated customer interactions to ensure compliance with company standards and client requirements.
- Assisted in identifying process gaps and opportunities for operational improvement.
- Prepared quality reports and performance analyses for management review.
Customer Service Representative - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines
(2019-09 - 2020-10)
Delivered exceptional customer service by handling inquiries, complaints, and account concerns efficiently.
Customer Service / Web Specialist / Fraud Escalation Representative - IQOR (RMS COLLECT PHIL. INC.) - Financial Account – Credit One Bank
(2016-10 - 2019-09)
- Assisted customers with account-related concerns, online services, and fraud-related issues.
- Managed fraud escalations and ensured prompt investigation and resolution of suspicious activities.
Customer Service Representative - I-GLOBAL BUSINESS SOLUTION INC. - Lourdes, Minalin, Pampanga
(2016-07 - 2016-09)
- Assisted customers with inquiries and provided professional support services.
- Maintained customer satisfaction through effective communication and timely issue resolution.
Accounting Clerk - MERCURY DRUG CORPORATION - Robinson's Place, Balibago, Angeles City
(2010-07 - 2015-09)
- Processed financial and accounting transactions accurately and efficiently.
- Assisted in maintaining records, reports, and documentation for daily operations.
Education
Bachelor-Level Studies - Computer Science - Asian Institute of Computer Science (2005 - 2008)
