Norrie Mae Torda
Team Lead with 7+ years of experience in customer service, quality assurance, and operations management within the BPO industry
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About
Team Lead with 7+ years of experience in customer service, quality assurance, and operations management within the BPO industry. Proven ability to lead high-performing teams, improve service quality, and manage performance metrics in fast-paced environments. Skilled in client communication, escalation handling, reporting, and coaching teams to exceed KPIs. Experienced in Salesforce, Zendesk, HubSpot, Google Workspace, and Microsoft Office.
Experience
Team Lead at SupportNinja (2024-04 – Present)
- Leads daily operations while ensuring service levels and quality standards were met.
- Conducts bi-monthly client performance reviews and meetings to assess progress, analyze key performance metrics, identify areas for improvement, and align on strategies to achieve business objectives.
- Acts as escalation point for complex customer issues and client concerns.
Team Lead at TaskUs (2022-05 – 2024-03)
- Provided real-time support to agents handling customer inquiries and technical issues.
- Conducted team meetings to review performance metrics and improvement plans.
- Generated performance reports and recommended improvements to management.
Customer Service Representative at iQor Iloilo (2018-05 – 2022-03)
- Handled an average of 55 calls per shift, resolving customer concerns efficiently.
- Maintained strong customer satisfaction through professional communication.
- Managed account complaints while balancing customer needs and company policy.
Quality Assurance Analyst at Papertech Inc (2017-10 – 2018-04)
- Implemented strict quality control protocols for product inspection.
- Maintained detailed quality testing records and compliance documentation.
- Ensured products met company quality standards before release.
Education
Bachelor of Science in Biology – University of the Philippines Visayas (2022-05)
