Team Lead at Concentrix Phils (2023-08 – 2024-06)
Team Lead at TDCX Phils (2019-10 – 2023-07)
Team Lead at PSG Global Solutions (2018-05 – 2019-10)
Team Lead at Alorica Teleservices (2016-09 – 2018-05)
Team Lead at ePerformax (2014-02 – 2016-09)
- Evaluated recorded calls, chat logs, and emails to ensure compliance with quality standards.
- Delivered feedback: Ran weekly or bi-weekly 1-on-1 coaching sessions to address performance gaps and career growth.
- Tracked individual KPIs and set targets
- Managed underperformance: Implemented PIP and documented behavioral issues.
- Monitored live queues to ensure SLAs are met across phone, email, and chat channels.
- Handled escalations.
- Managed scheduling: Coordinated lunch breaks and time-off requests to ensure sufficient floor coverage.
- Ran team huddles: Conducted brief daily meetings to communicate product updates, policy changes, and daily targets.
- Drove engagement: Organized small daily/weekly prizes to drive/boost performance
- Analyzed team data: Compiled daily, weekly, or monthly reports on team performance and KPI scores.
- Detected recurring customer complaints or product bugs and reported them to the client.
Quality Analyst at Sutherland Global Services (2010-06 – 2014-01)
- Reviewed and graded recorded or live phone calls, chat logs, social media messages, and email exchanges for accuracy.
- Delivered feedback: Provided regular 1-on-1 feedback sessions to front-line agents, highlighting behavioral strengths and critical errors.
- Lead calibration sessions: Met regularly with Team Leads and Operations Managers to align scoring methods.
- Identified training gaps: Pinpointed specific knowledge or behavioral trends where the team needs targeted training or refresher courses.
- Analyzed quality trends: Tracked recurring agent mistakes and correlate to drops in CSAT scores.
- Generated performance reports: Compiled weekly and monthly quality data decks for the leadership team.
Quality Analyst at Stellar Global Philippines (2009-06 – 2010-06)
Trainer/Facilitator at ePerformax (2016-01 – 2016-09)
- Facilitated classroom training sessions to teach new hires about company culture, products and workflows.
- Taught systems and tools: Instruct agents on how to navigate internal
- Led "nesting" periods: Supervised new hires during their first live customer interactions, providing real-time support and troubleshooting.
- Conducted GROW coaching training and certification for Quality Analysts and Team Leads for Sutherland Philippine and India
- Administered evaluations: Graded quizzes, system navigation tests, and final mock calls to certify that trainees are ready for production.
- Tracked graduation metrics: Monitored and reported on new-hire attrition, training completion rates, and assessment scores to management.
Trainer/Facilitator at Sutherland Global Services (2012-04 – 2012-08)
Call Center Agent at Stellar Global Philippines (2008-05 – 2009-06)
- Handled inquiries: Answered inbound communications via phone.
- Resolved complaints: Investigated customer issues regarding billing, account access, shipping, or product defects.
- Processed transactions: Cancelled accounts, processed refunds and credits, updated billing details, etc.
- Logged interaction details: Recorded comprehensive notes in the CRM
- Routed complex cases: Opened and escalated advanced support tickets to specialized tiers, technical teams, or supervisors.
Call Center Agent at Sitel Philippines (2007-01 – 2008-04)
Governess at Saudi Royalty (2024-06 – 2026-06)
- Delivered full English language immersion to ensure the prince achieves native-level fluency in speaking, reading, and writing.
- Managed external tutoring: Coordinated with specialized private tutors and monitored the prince's educational milestones.
- Scheduled enrichment activities: Planned balanced daily schedules that integrate formal lessons, sports and rest.
